IT Services survey 2011

Survey Winner 2012

The survey prize was won by Christopher King, pictured here with the Head of IT Services, Heidi Fraser-Krauss

Thank you to those who completed the IT Services survey at the end of last year, your feedback and comments form an important part of developing our services. 

We received a total of 1,869 responses to the survey, of which 71% of respondents were students, 25% were non-academic staff and 4% were academic staff.

A detailed report of the results is available to download: 

The free text comments have been removed from the report in order to maintain privacy. However, the points made have been grouped by theme and responded to in the You said, we did section below.

Areas identified for improvement

These are areas where we are not currently meeting user expectations.

  • Wireless coverage
  • Printing and scanning facilities
  • Email service
  • Speed/bandwidth on the wired network
  • University services on mobile devices
  • Calendar service

Areas where we are meeting user needs

These are areas where we are most closely meeting user expectations.

  • Opportunities to provide feedback
  • Support staff
  • IT classrooms
  • Online services

You said, we did

 You said We did
Wireless access around campus and in accommodation needs to be improved We currently have around 700 wireless access points on campus, including 150 added last summer to extend the coverage to 935 study bedrooms. In addition to this, we expect £1,000,000 to be allocated to improving wireless coverage over the next three years.
Better access to University services on mobile devices Many student services work effectively on mobile devices, including the student homepage, but we recognise there are some limitations. We are investigating the possibility of a University mobile App. We also provide information on connecting your mobile device to our services.
Improve access to the network when off campus IT Services provides the VPN (virtual private network), which is a secure connection that allows your computer to access the University network when you’re off campus.  This gives you access to personal and rented filestores as well as allowing you to use services such as Planon off campus. For more information, please see the instructions on how to use the VPN.
Having a universal login so I could log in once to use all services that require the same password and username

Single-sign-on is high on the agenda for IT Services and work on this is well underway. Single-sign-on is currently provided for a number of services including:

  • Library services (including accessing e-journals)
  • Student homepage
  • eVision
  • Applicant Portal (You@York)

This will also be extended to the VLE over summer 2012.

Sometimes I have trouble finding space in the IT classrooms

£150,000 is being invested in IT classrooms on campus this year. Additionally, as part of the Library refurbishment a 57 seater IT classroom and 50 thin clients were added to the Harry Fairhurst building.

For information on IT classrooms and PC availability on campus, please see the following pages:

Make the website easier to navigate and search A number of improvements to the University website have launched recently, including the updated student homepage, the Applicant Portal (You@York) and updated online maps. A seminar was also held recently to help improve academic homepages. Future improvements to the website are being considered based on comments from the survey.

The University e-mail service is slightly outdated in its format and functions compared to newer mail services

Sun Calendar is very poor and lack of ability to share it easily with others has meant that we have stopped using it

The introduction of Google Apps for Education has greatly improved the email and calendaring facilities at York, providing 25Gb of mail storage and improved calendar functionality. Google Apps also provides easy access to your mail and calendar from mobile devices.

More printers need to be available, and problems need to be rectified quicker As part of York Print Plus, the new University of York printing, copying, scanning and faxing service, more devices have been provided, particularly in areas of high demand. The usage of York Print Plus devices is also being monitored over time in order to ensure sufficient and appropriate provision.