Jisc rsc css final report

Download Jisc rsc css final report

Post on 13-Jun-2015

629 views

Category:

Education

1 download

Embed Size (px)

DESCRIPTION

Jisc rsc css final report

TRANSCRIPT

<ul><li> 1. JISC RSCCustomer Satisfaction Survey2011Claire CreaserReport commissioned by JISC Advance25 May 2011</li></ul><p> 2. ContentsExecutive summary .................................................................................................................... ii1 Introduction ...................................................................................................................11.1Background .............................................................................................................. 11.2Methodology ............................................................................................................. 11.2.1 Data cleaning ....................................................................................................... 21.3Demographics of respondents .................................................................................. 22 Overall results ...............................................................................................................62.1 RSC support &amp; communication methods .................................................................. 62.1.1Analysis by type of learning provider .................................................................... 72.1.2Analysis by role of respondent ............................................................................. 82.2 Key areas of JISC support ...................................................................................... 102.2.1Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness ............................................................................ 102.2.2Learning &amp; teaching ........................................................................................... 112.2.3Advice on sustainable business and learning practices ...................................... 142.2.4External engagement ......................................................................................... 152.3 Overall .................................................................................................................... 162.3.1Overall satisfaction............................................................................................. 162.3.2Value of current JISC support ............................................................................ 182.3.3Future support desired ....................................................................................... 183Regional results .......................................................................................................... 203.1South West ............................................................................................................. 213.2South East .............................................................................................................. 263.3London ................................................................................................................... 313.4Eastern ................................................................................................................... 363.5East Midlands ......................................................................................................... 413.6West Midlands ........................................................................................................ 463.7Yorkshire and Humber............................................................................................ 513.8North West ............................................................................................................. 563.9Northern ................................................................................................................. 613.10 Wales ..................................................................................................................... 663.11 Scotland South and West ....................................................................................... 713.12 Scotland North and East ......................................................................................... 763.13 Northern Ireland ..................................................................................................... 814Summary .................................................................................................................... 864.1Support and communication methods..................................................................... 864.2Key areas of JISC support ...................................................................................... 864.3Value of JISC support............................................................................................. 874.4Regional results...................................................................................................... 87Appendices1Calculation of weights for whole UK estimates2Text responses3Other categories of support noted4Copy of questionnaireJISC RSC CSS 2011 i Contents 3. Executive summaryThe survey was administered online over three weeks during March 2011. Invitations tocomplete the survey were distributed by RSCs to all those on their mailing lists approximately13,000 individuals in total. This was a considerably wider distribution than in previous surveys.The overall response rate was 13%. More than half of all respondents were from FE colleges.A variety of roles were represented in the survey, with the largest categories being Managementand leadership (23%); Learning resources (20%); and Teaching (16%).Overall, the response was very positive, with high levels of satisfaction and positive commentson the services provided. Higher levels of satisfaction were associated with increased frequencyof use throughout.Fifty percent of customers were very satisfied, and 37% satisfied, with the overall level ofservices provided. 12% of customers were neither satisfied nor dissatisfied. Many of thesecommented that they had limited experience of the RSCs services. Just 13 respondents 1% -were dissatisfied in any way with the services they had received.Support &amp; communication methodsE-communication was the most used, with 93% of customers having used this; 63% doing sofrequently. Around 80% of customers had communicated via each of face-to-face events andmeetings; and Forums and networks. Around 60% had taken part in each of Consultations andvisits by RSC staff; and Online events and support. Half of all customers had used Telephonecommunication; and around one third had received Bespoke training.The greatest satisfaction was with Face-to-face events and meetings - 95% were satisfied orvery satisfied. Satisfaction with all means of communication was high, however, with more than90% of customers also satisfied or very satisfied with Forums and networks; and e-communications. The lowest satisfaction rating, of 87% satisfied or very satisfied, was withBespoke training.Topic areasSupport for Staff development was the most frequently used topic area, used by 59% ofcustomers. Support for Classroom, distance and mobile learning was next, used by 50% ofcustomers. Around one third of customers each had used support or advice on Businessprocesses; Shared services; e-progress review; Assessment; Content management; Inclusivity;and e-safety. Around one quarter of customers had used support or advice on Procurement;and Green computing. Least used was support for Employer engagement, by less than 20% ofcustomers.The highest levels of satisfaction were with support for Staff development , where 92% ofcustomers were satisfied or very satisfied. Classroom, distance and mobile learning was next,with 91% of customers being satisfied or very satisfied with the support received. Satisfactionlevels of between 90% and 85% of customers being satisfied or very satisfied were recorded forsupport and advice on e-safety; e-progress review; Inclusivity; Business processes;JISC RSC CSS 2011 ii Executive summary 4. Assessment; Content management; Shared services; and Procurement. Satisfaction withadvice on Green computing was slightly lower, with 81% of customers who had used this beingsatisfied or very satisfied. The lowest satisfaction rating was for support for Employerengagement, with 78% of customers satisfied or very satisfied.Value of RSC supportStaff development was the topic area most used at present, and most often mentioned forfurther support in the future. Other topics which received multiple mentions regarding futuresupport included e-learning; VLEs; and strategic planning. Almost one in ten customers wantedfuture support to continue as at present.No clear gaps in provision were identified, although promoting awareness amongst customersof the range of services provided may be desirable.RSCs are clearly valued by their customers, with three key areas recurring in the commentsreceived: Keeping up-to-date with developments... a huge bonus when you can be flooded by information. Providing support not available elsewhere...essential training that would otherwise be unobtainable... Training &amp; networking opportunities...Being the only professional librarian in an organisation can be extremely isolating...RSC staff are also highly regarded, as the following summary from comments received on thereasons for being very satisfied with the service shows.JISC RSC CSS 2011iii Executive summary 5. 1 Introduction1.1 BackgroundThe JISC Regional Support Centres (RSCs) are one of eight services under the umbrella ofJISC Advance 1., which is a not for profit company financed by grants from the UK fundingcouncils for Further and Higher Education and the Skills sector.There are 13 locally managed RSCs located across the UK, providing a unique national networkof expertise that is responsive to local needs on the implementation and effective use oftechnology. In the context of government and funding priorities, they support leaders inundertaking strategic development and provide information, advice and guidance to the widerorganisation on the use of technologies.The RSCs have a specific responsibility for Further Education (FE) and Skills, as well as someHigher Education (HE), although the regions support different sectors the nine English regionssupport the full range of FE, including Sixth Form Colleges and Specialist Colleges, some HE,Adult and Community Learning (ACL), Work Based Learning (WBL) and Offender Learningthrough FE routes. The position in Wales is even broader, while in Scotland and NorthernIreland support is for FE colleges and some HE.JISC traditionally conducted an annual Customer Satisfaction Survey (CSS) on the work of theRSCs, inviting qualifying learning providers to express their views regarding the RSC service.The results were used by the RSCs to contribute towards their self-evaluation and forwardplanning processes. In 2010, there was no formal survey, and an impact report marking tenyears of the RSCs was published 2, drawing on learning provider experiences.In August 2010, the RSCs joined JISC Advance (they were previously part of JISC). Therefore,for the first time this year, JISC Advance has carried out the CSS. LISU, based in theDepartment of Information Science at Loughborough University, was commissioned to collectand analyse the data.1.2 MethodologyThe survey questions were developed by JISC Advance, in consultation with LISU staff, andcovered a selection of established service areas together with some more recently introducedtopics. It was administered as an online survey, in four sections. Email invitations to completethe survey were distributed by each RSC to their lists of contacts; these were followed up bytwo reminders, and an extension to the initial deadline, of one week. A prize draw for 100 inAmazon vouchers for respondents in each region was used as an incentive to completion. Thesurvey was live for a total of three weeks during March 2011. A copy of the questionnaire usedis provided as Appendix 4.It is important to note that the methodology for selecting potential respondents was considerablybroader than that used in previous surveys. For the first time, all RSC contacts in learningproviders were invited to contribute, whether their relationship constituted a single attendance at1http://www.jiscadvance.ac.uk/2Available at http://www.jisc.ac.uk/rscJISC RSC CSS 20111UK summary 6. an RSC event / forum, or regular key staff contacts with responsibilities for technology. Thisresulted in a three-fold increase in the number of potential respondents, and a much broaderbase of the types and roles of individuals responding to the survey. This has implications inmany areas of the analysis, and in particular means that results cannot be directly comparedwith those of any previous CSS, even where questions are the same. In the course of theanalysis, it also became apparent that RSCs had not used the same criteria to compile theirmailing lists. In some cases, these were very wide-ranging, while others had been moreselective, with further implications for the interpretation of the results.The analysis has been carried out using PASW and Excel software. Data have been weightedby region to provide estimates for the UK as a whole; details are given in Appendix 1.1.2.1 Data cleaningThe software utilised allows downloading of all responses, including those which areincomplete. Respondents exiting before question 6 in the survey were omitted fromconsideration, giving 1,667 possible responses. Extensive checking was carried out to eliminateduplicate respondents, checking names, emails, and institutions. Only 13 such records werefound, and removed from the data file, leaving 1,654 responses, of which 1,354 were complete.Although it is not entirely clear exactly how many individuals were invited to complete thesurvey, information from the RSCs suggests that this was almost 13,000, giving a response rateoverall of 12.7%. While this is significantly lower than in previous CSS, the methodology forselecting respondents had been significantly amended, as described above.Basic information about respondents organisation, role and the RSC(s) used, were collected.Six categories of learning provider were pre-coded, together with an other option. Many ofthose respondents ticking other described joint FE/HE provision, so an additional category oflearning provider was coded, comprising those offering both HE and FE support.Regions were allocated according to the geographic location of the small number ofrespondents who did not know which RSC they used; only one respondent (from the FE sector)could not be allocated to a region in this way.JISC Advance was provided with a list of the other roles described by respondents, and wasable to allocate a substantial number of these to one of the listed categories. Further details areprovided below. Several respondents noted having more than one role, and an additional optionto cover this could be included in any future surveys, or respondents allowed to tick more thanone option.1...</p>