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JISC RSC Customer Satisfaction Survey 2011 Claire Creaser Report commissioned by JISC Advance 25 May 2011

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Page 1: Jisc rsc css final report

JISC RSC Customer Satisfaction Survey 2011

Claire Creaser

Report commissioned by JISC Advance

25 May 2011

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JISC RSC CSS 2011 i Contents

Contents Executive summary .................................................................................................................... ii

1 Introduction ................................................................................................................... 1 1.1 Background .............................................................................................................. 1 1.2 Methodology ............................................................................................................. 1

1.2.1 Data cleaning ....................................................................................................... 2 1.3 Demographics of respondents .................................................................................. 2

2 Overall results ............................................................................................................... 6 2.1 RSC support & communication methods .................................................................. 6

2.1.1 Analysis by type of learning provider .................................................................... 7 2.1.2 Analysis by role of respondent ............................................................................. 8

2.2 Key areas of JISC support ...................................................................................... 10 2.2.1 Strategic advice on the use of technology to help increase organisational

efficiencies and effectiveness ............................................................................ 10 2.2.2 Learning & teaching ........................................................................................... 11 2.2.3 Advice on sustainable business and learning practices ...................................... 14 2.2.4 External engagement ......................................................................................... 15

2.3 Overall .................................................................................................................... 16 2.3.1 Overall satisfaction ............................................................................................. 16 2.3.2 Value of current JISC support ............................................................................ 18 2.3.3 Future support desired ....................................................................................... 18

3 Regional results .......................................................................................................... 20 3.1 South West ............................................................................................................. 21 3.2 South East .............................................................................................................. 26 3.3 London ................................................................................................................... 31 3.4 Eastern ................................................................................................................... 36 3.5 East Midlands ......................................................................................................... 41 3.6 West Midlands ........................................................................................................ 46 3.7 Yorkshire and Humber ............................................................................................ 51 3.8 North West ............................................................................................................. 56 3.9 Northern ................................................................................................................. 61 3.10 Wales ..................................................................................................................... 66 3.11 Scotland South and West ....................................................................................... 71 3.12 Scotland North and East ......................................................................................... 76 3.13 Northern Ireland ..................................................................................................... 81

4 Summary .................................................................................................................... 86 4.1 Support and communication methods..................................................................... 86 4.2 Key areas of JISC support ...................................................................................... 86 4.3 Value of JISC support ............................................................................................. 87 4.4 Regional results ...................................................................................................... 87

Appendices 1 Calculation of weights for whole UK estimates 2 Text responses 3 Other categories of support noted 4 Copy of questionnaire

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JISC RSC CSS 2011 ii Executive summary

Executive summary The survey was administered online over three weeks during March 2011. Invitations to complete the survey were distributed by RSCs to all those on their mailing lists – approximately 13,000 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 Management and leadership (23%); Learning resources (20%); and Teaching (16%).

Overall, the response was very positive, with high levels of satisfaction and positive comments on the services provided. Higher levels of satisfaction were associated with increased frequency of use throughout.

Fifty percent of customers were very satisfied, and 37% satisfied, with the overall level of services provided. 12% of customers were neither satisfied nor dissatisfied. Many of these commented 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 & communication methods

E-communication was the most used, with 93% of customers having used this; 63% doing so frequently. Around 80% of customers had communicated via each of face-to-face events and meetings; and Forums and networks. Around 60% had taken part in each of Consultations and visits by RSC staff; and Online events and support. Half of all customers had used Telephone communication; and around one third had received Bespoke training.

The greatest satisfaction was with Face-to-face events and meetings - 95% were satisfied or very satisfied. Satisfaction with all means of communication was high, however, with more than 90% 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 with Bespoke training.

Topic areas

Support for Staff development was the most frequently used topic area, used by 59% of customers. Support for Classroom, distance and mobile learning was next, used by 50% of customers. Around one third of customers each had used support or advice on Business processes; 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% of customers.

The highest levels of satisfaction were with support for Staff development , where 92% of customers 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. Satisfaction levels of between 90% and 85% of customers being satisfied or very satisfied were recorded for support and advice on e-safety; e-progress review; Inclusivity; Business processes;

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JISC RSC CSS 2011 iii Executive summary

Assessment; Content management; Shared services; and Procurement. Satisfaction with advice on Green computing was slightly lower, with 81% of customers who had used this being satisfied or very satisfied. The lowest satisfaction rating was for support for Employer engagement, with 78% of customers satisfied or very satisfied.

Value of RSC support

Staff development was the topic area most used at present, and most often mentioned for further support in the future. Other topics which received multiple mentions regarding future support included e-learning; VLEs; and strategic planning. Almost one in ten customers wanted future support to continue as at present.

No clear gaps in provision were identified, although promoting awareness amongst customers of the range of services provided may be desirable.

RSCs are clearly valued by their customers, with three key areas recurring in the comments received:

• 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 & 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 the reasons for being very satisfied with the service shows.

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JISC RSC CSS 2011 1 UK summary

1 Introduction

1.1 Background

The JISC Regional Support Centres (RSCs) are one of eight services under the umbrella of JISC Advance1

There are 13 locally managed RSCs located across the UK, providing a unique national network of expertise that is responsive to local needs on the implementation and effective use of technology. In the context of government and funding priorities, they support leaders in undertaking strategic development and provide information, advice and guidance to the wider organisation on the use of technologies.

., which is a not for profit company financed by grants from the UK funding councils for Further and Higher Education and the Skills sector.

The RSCs have a specific responsibility for Further Education (FE) and Skills, as well as some Higher Education (HE), although the regions support different sectors – the nine English regions support 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 Learning through FE routes. The position in Wales is even broader, while in Scotland and Northern Ireland support is for FE colleges and some HE.

JISC traditionally conducted an annual Customer Satisfaction Survey (CSS) on the work of the RSCs, 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 forward planning processes. In 2010, there was no formal survey, and an impact report marking ten years of the RSCs was published2

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 the Department of Information Science at Loughborough University, was commissioned to collect and analyse the data.

, drawing on learning provider experiences.

1.2 Methodology

The survey questions were developed by JISC Advance, in consultation with LISU staff, and covered a selection of established service areas together with some more recently introduced topics. It was administered as an online survey, in four sections. Email invitations to complete the survey were distributed by each RSC to their lists of contacts; these were followed up by two reminders, and an extension to the initial deadline, of one week. A prize draw for £100 in Amazon vouchers for respondents in each region was used as an incentive to completion. The survey was live for a total of three weeks during March 2011. A copy of the questionnaire used is provided as Appendix 4.

It is important to note that the methodology for selecting potential respondents was considerably broader than that used in previous surveys. For the first time, all RSC contacts in learning providers were invited to contribute, whether their relationship constituted a single attendance at 1 http://www.jiscadvance.ac.uk/ 2 Available at http://www.jisc.ac.uk/rsc

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JISC RSC CSS 2011 2 UK summary

an RSC event / forum, or regular key staff contacts with responsibilities for technology. This resulted in a three-fold increase in the number of potential respondents, and a much broader base of the types and roles of individuals responding to the survey. This has implications in many areas of the analysis, and in particular means that results cannot be directly compared with those of any previous CSS, even where questions are the same. In the course of the analysis, it also became apparent that RSCs had not used the same criteria to compile their mailing lists. In some cases, these were very wide-ranging, while others had been more selective, with further implications for the interpretation of the results.

The analysis has been carried out using PASW and Excel software. Data have been weighted by region to provide estimates for the UK as a whole; details are given in Appendix 1.

1.2.1 Data cleaning The software utilised allows downloading of all responses, including those which are incomplete. Respondents exiting before question 6 in the survey were omitted from consideration, giving 1,667 possible responses. Extensive checking was carried out to eliminate duplicate respondents, checking names, emails, and institutions. Only 13 such records were found, 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 the survey, information from the RSCs suggests that this was almost 13,000, giving a response rate overall of 12.7%. While this is significantly lower than in previous CSS, the methodology for selecting 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 of those respondents ticking 'other' described joint FE/HE provision, so an additional category of learning provider was coded, comprising those offering both HE and FE support.

Regions were allocated according to the geographic location of the small number of respondents 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 was able to allocate a substantial number of these to one of the listed categories. Further details are provided below. Several respondents noted having more than one role, and an additional option to cover this could be included in any future surveys, or respondents allowed to tick more than one option.

1.3 Demographics of respondents

A total of 1,654 useable responses were received to the survey. The figures in this section have not been weighted by region.

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JISC RSC CSS 2011 3 UK summary

Figure 1.3.1 Category of learning provider

Number of responses: 1,654

'Multiple education sectors' was extracted from the 'other' category, and includes respondents who noted their learning provider covered both HE and FE. The remaining 'other' learning providers include, for example, respondents who did not understand the question, some providing both ACL and WBL, local authorities, and apprenticeship providers.

Figure 1.3.2 RSCs from which support received

FE College, 894

Sixth Form College, 132

Higher Education Institution, 184

Work Based Learning, 188

Adult & Community

Learning, 134

Independent Specialist

College, 47

Multiple education sectors, 45

Other, 30

93 148 81 58 170 181 144 225 120 186 141 153 22 210%

5%

10%

15%

20%

25%

30%

35%

0

50

100

150

200

250

No of responses

Response rate (%)

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JISC RSC CSS 2011 4 UK summary

A total of 89 respondents noted receiving support from more than one RSC, of which five named three different centres. The regions most affected were the two Scottish regions, with 38 respondents using both, and the two Midland regions, with 15 respondents using both. Nine respondents used both London and the South East; no other pair of regions had more than four users in common. Northern Ireland did not share any users with other regions.

Figure 1.3.2 shows that response rates varied markedly between the 13 RSCs, from 7% in the Northern region to 33% in the North West. As noted above, at least some of this variation may be owing to the breadth of the mailing lists used in different regions. A selective mailing list can provide a high response rate from a relatively small number of respondents, whereas a broader mailing list may give a larger total number of respondents, but a low response rate. It may also affect the numbers of respondents with limited knowledge of the RSCs' services in each region.

Because of the variation in both the number of respondents in each region, and the regional response rates, the analysis described in Section 2 of this report, giving overall results for the UK as a whole, has been weighted to reflect the regional distribution of invitations to complete the survey. Details of how the weights were calculated are given in Appendix 1.

Figure 1.3.3 Respondents' roles

Number of responses: 1,654

The numbers shown in Figure 1.3.3 are as entered by respondents – i.e. before the recoding of 'other' roles. These 'other' roles were diverse, many combining two or more of the given categories, for example:

o Administering VLE, ILT support and trng for tutors and support for learners

o Innovation, development and sustainability of Moodle services across FE, WBL and Community Learning

o Learning Technology - bit of all of the above

Details of these 'other' roles were sent to JISC Advance, who were able to allocate all but 25 of them to the pre-coded categories. As only six respondents were in roles providing 'estates /

Management and leadership, 373

Curriculum and course

management, 106

Teaching, 255

Learning resources, 330

Learning support, 124

Staff development,

108

Network services, 119

Estates/ facilities management, 6

Administration services, 71

Other, 162

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JISC RSC CSS 2011 5 UK summary

facilities management', these have been combined with 'other' in all analyses by role. Figure 1.3.4 shows the revised distribution.

Figure 1.3.4 Respondents' roles; revised

Number of responses: 1,654

Management and leadership, 386

Curriculum and course

management, 116

Teaching, 268

Learning resources, 335

Learning support, 130

Staff development,

170

Network services, 134

Estates/ facilities management, 6

Administration services, 84

Other, 25

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JISC RSC CSS 2011 6 UK summary

2 Overall results This section provides summaries and analysis of the data for UK as a whole, weighted by region. Although over 1,600 responses were received overall, the extent of the detail and distribution of responses in individual questions has meant that formal comparisons of responses between the different categories of learning provider and respondent roles have been limited. Statistically significant differences (at the 1% level) have been reported where tests could be carried out; analyses of those questions for which valid tests could not be carried out have been omitted from the report.

2.1 RSC support & communication methods

Figure 2.1.1 Please indicate how often, over the last year, you have used the following support and communication methods provided by the JISC RSC:

Number of responses: between 1,562 and 1,619

Figure 2.1.2 For those support and communication methods you have used, please indicate your level of satisfaction with what was provided:

Number of responses: between 539 and 1,491

6%

11%

20%

63%

14%

8%

2%

21%

34%

35%

21%

24%

20%

9%

32%

34%

22%

9%

25%

23%

23%

41%

21%

23%

7%

37%

50%

66%

0% 20% 40% 60% 80% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Frequently Occasionally Rarely Not at all

59%

57%

50%

49%

41%

56%

50%

35%

38%

41%

42%

44%

33%

37%

6%

4%

8%

8%

15%

10%

12%

0% 20% 40% 60% 80% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Very satisfied Satisfied Neither Dissatisfied Very dissatisfied

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JISC RSC CSS 2011 7 UK summary

Less than 1% of respondents were dissatisfied or very dissatisfied with their experiences. There was a clear positive association between frequency of use and satisfaction for all the support and communication methods used.

In total, 61 comments were made on the methods of support and communication used. Only two of these reported on poor experiences; and while a few commented on having limited experience of the RSCs (possibly attributable to the broad respondent base), the vast majority were positive:

o I think the RSC is a proactive organisation with staff that are always willing to help. They provide a valuable source of networking and training which we are sometimes too busy to access.

o The events I have attended, and the training I have received have been superb. Much of the content has been particularly relevant to me in my role as Multi Media Technician.

o Excellent information and advice always available. Staff always get back to me promptly with answers or suggestions. Events and support are well publicised, with reminders nearer the time.

o I've found the range of e-communication very useful, sustaining contact between face to face events. It promotes a sense of community.

o On the occasions when I have emailed JISC SE the response has been prompt and very informative and useful. thank you

A full listing of all comments received is given in Appendix 2.1.

2.1.1 Analysis by type of learning provider For the frequency of use, comparisons could be made between the categories of learning provider by combining frequent with occasional users, and combining those who used services rarely with those who did not use them at all. Statistically significant differences between categories of learning provider were found in four areas: Consultations & visits by RSC staff; Face-to-face events & meetings; Online events and support (e.g. podcasts, webcasts, RSC TV broadcasts, etc); and Telephone communication. These are illustrated in Figure 2.1.3 below. There was no statistically significant difference for Forums & networks, and insufficient data to test potential differences in the use of e-communications (e.g. e-mail, newsletters, website, social media etc.), or Bespoke training.

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JISC RSC CSS 2011 8 UK summary

Figure 2.1.3 Frequency of use by type of learning provider Consultations & visits by RSC staff

Number of responses: 1,565

Face-to-face events & meetings

Number of responses: 1,617

Online events and support

Number of responses: 1,571

Telephone communication

Number of responses: 1,572

Due to the high levels of satisfaction reported, there were insufficient data to conduct valid tests of potential differences between categories of learning provider.

2.1.2 Analysis by role of respondent For the frequency of use, comparisons could be made between respondents in various roles by including Estates & facilities management roles with 'other' for the analysis. Statistically significant differences between respondents in the various roles were found in six areas: Consultations & visits by RSC staff; Face-to-face events & meetings; Forums & networks; e-communications (e.g. e-mail, newsletters, website, social media etc.); Online events and support (e.g. podcasts, webcasts, RSC TV broadcasts, etc); and Telephone communication. These are illustrated in Figure 2.1.4 below. There were insufficient data to test potential differences in frequency of use of Bespoke training by the role of the respondent.

0% 20% 40% 60% 80% 100%

FE College

6th Form College

HE Institution

WBL

ACL

Ind. Spec. Col.

Other

Multiple ed.

Frequently / Occasionally Rarely / Not at all

0% 20% 40% 60% 80% 100%

FE College

6th Form College

HE Institution

WBL

ACL

Ind. Spec. Col.

Other

Multiple ed.

Frequently / Occasionally Rarely / Not at all

0% 20% 40% 60% 80% 100%

FE College

6th Form College

HE Institution

WBL

ACL

Ind. Spec. Col.

Other

Multiple ed.

Frequently / Occasionally Rarely / Not at all

0% 20% 40% 60% 80% 100%

FE College

6th Form College

HE Institution

WBL

ACL

Ind. Spec. Col.

Other

Multiple ed.

Frequently / Occasionally Rarely / Not at all

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JISC RSC CSS 2011 9 UK summary

Figure 2.1.4 Frequency of use by role of respondent Consultations & visits by RSC staff

Number of responses: 1,565

Face-to-face events & meetings

Number of responses: 1,615

Forums & networks

Number of responses: 1,562

e-communications

Number of responses: 1,619

0% 20% 40% 60% 80% 100%

Mgt/leadership

Curriculum mg't

Teaching

Learning resources

Learning support

Staff dev't

Network services

Admin. services

Other

Frequently Occasionally Rarely Not at all

0% 20% 40% 60% 80% 100%

Mgt/leadership

Curriculum mg't

Teaching

Learning resources

Learning support

Staff dev't

Network services

Admin. services

Other

Frequently Occasionally Rarely Not at all

0% 20% 40% 60% 80% 100%

Mgt/leadership

Curriculum mg't

Teaching

Learning resources

Learning support

Staff dev't

Network services

Admin. services

Other

Frequently Occasionally Rarely Not at all

0% 20% 40% 60% 80% 100%

Mgt/leadership

Curriculum mg't

Teaching

Learning resources

Learning support

Staff dev't

Network services

Admin. services

Other

Frequently Occasionally Rarely Not at all

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JISC RSC CSS 2011 10 UK summary

Figure 2.1.4 Frequency of use by role of respondent Online events and support

Number of responses: 1,569

Telephone communication

Number of responses:1,566

Due to the high levels of satisfaction reported, there were insufficient data to conduct valid tests of potential differences in satisfaction levels according to the role of the respondent.

2.2 Key areas of JISC support

2.2.1 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness

Figure 2.2.1 Please indicate how often, over the last year, you have received support in the following topic areas:

Number of responses: between 1,126 and 1,383

0% 20% 40% 60% 80% 100%

Mgt/leadership

Curriculum mg't

Teaching

Learning resources

Learning support

Staff dev't

Network services

Admin. services

Other

Frequently Occasionally Rarely Not at all

0% 20% 40% 60% 80% 100%

Management and …

Curriculum and …

Teaching

Learning resources

Learning support

Staff development

Network services

Administration …

Other

Frequently Occasionally Rarely Not at all

2%

1%

3%

4%

3%

11%

9%

13%

13%

4%

18%

15%

18%

18%

6%

69%

75%

67%

65%

86%

0% 20% 40% 60% 80% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of technology

Frequently Occasionally Rarely Not at all

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JISC RSC CSS 2011 11 UK summary

Figure 2.2.2 For those topic areas you have used, please indicate your level of satisfaction with what was provided:

Number of responses: between 204 and 489

One respondent was ‘very dissatisfied’ with the support provided on Procurement, and one respondent was ‘dissatisfied’ with the support provided on E-progress review.

One hundred and forty-one respondents gave details of ‘other’ topic areas included; these were extremely varied, and are detailed in Appendix 3.1.

There were insufficient data to carry out any formal analysis if these topic areas by types of learning provider or roles of respondents. There was a clear positive association between frequency of use and satisfaction for all topic areas in which support had been received.

2.2.2 Learning & teaching Figure 2.2.3 Please indicate how often, over the last year, you have received support in the following topic areas:

Number of responses: between 1,027 and 1,386

40%

37%

37%

45%

57%

47%

48%

49%

44%

30%

13%

15%

14%

11%

13%

0% 20% 40% 60% 80% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of technology

Very satisfied Satisfied Neither

7%

4%

4%

8%

3%

23%

16%

14%

26%

3%

20%

14%

15%

25%

4%

50%

65%

66%

41%

90%

0% 20% 40% 60% 80% 100%

Class., dist. & mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Frequently Occasionally Rarely Not at all

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JISC RSC CSS 2011 12 UK summary

Figure 2.2.4 For those topic areas you have used, please indicate your level of satisfaction with what was provided:

Number of responses: between 135 and 810

Sixty-seven respondents gave details of ‘other’ topic areas included; again, these were extremely varied, and are detailed in Appendix 3.2. Moodle and other VLEs were mentioned by seven respondents, and accessibility issues by four.

There was a clear positive association between frequency of use and satisfaction for all topic areas in which support had been received.

Analysis by type of learning provider found no statistically significant differences in frequency of use between the types of provider for Classroom, distance and mobile learning or Content Management. There were insufficient data to formally test for differences in frequency of use of Assessment, or Other learning and teaching topic areas. Differences in frequency of use for Staff development are illustrated in Figure 2.2.5.

Analysis by the role of the respondent found statistically significant differences in the frequency of use for two topics - Classroom, distance and mobile learning and Staff Development, illustrated in Figure 2.2.6. There were insufficient data to test the remaining categories.

Due to the high levels of satisfaction reported, there were insufficient data to conduct valid tests of potential differences in satisfaction ratings according to the category of learning provider or the role of the respondent.

49%

45%

43%

48%

51%

42%

42%

44%

44%

29%

9%

12%

13%

7%

20%

0% 20% 40% 60% 80% 100%

Class., dist. & mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Very satisfied Satisfied Neither Dissatisfied Very dissatisfied

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JISC RSC CSS 2011 13 UK summary

Figure 2.2.5 Frequency of use by type of learning provider Staff development

Number of responses: 1,384

Figure 2.2.6 Frequency of use by role of respondent Classroom, distance and mobile learning

Number of responses: 1,377

Staff development

Number of responses: 1,385

0% 20% 40% 60% 80% 100%

FE College

6th Form College

HE Institution

WBL

ACL

Ind. Spec. Col.

Other

Multiple ed.

Frequently / Occasionally Rarely / Not at all

0% 20% 40% 60% 80% 100%

Mgt/leadership

Curriculum mg't

Teaching

Learning resources

Learning support

Staff dev't

Network services

Admin. services

Other

Frequently Occasionally Rarely Not at all

0% 20% 40% 60% 80% 100%

Mgt/leadership

Curriculum mg't

Teaching

Learning resources

Learning support

Staff dev't

Network services

Admin. services

Other

Frequently Occasionally Rarely Not at all

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JISC RSC CSS 2011 14 UK summary

2.2.3 Advice on sustainable business and learning practices Figure 2.2.7 Please indicate how often, over the last year, you have received support in the following topic areas:

Number of responses: between 1,067 and 1,363

Figure 2.2.8 For those topic areas you have used, please indicate your level of satisfaction with what was provided:

Number of responses: between 90 and 544

Twenty-four respondents gave details of ‘other’ topic areas included; again, these were varied, and are detailed in Appendix 3.3. VLEs were the most frequently mentioned area where advice had been received, by six respondents.

There was a clear positive association between frequency of use and satisfaction for all topic areas in which support had been received.

Analysis by type of learning provider found no statistically significant differences in frequency of use between the types of provider for Inclusivity. There were insufficient data to formally test for differences in frequency of use of Green computing, or Other sustainability topic areas. Differences in frequency of use for e-Safety are illustrated in Figure 2.2.9.

Due to the high levels of satisfaction reported, there were insufficient data to conduct valid tests of potential differences according to the role of the respondent.

3%

6%

2%

1%

15%

18%

10%

2%

16%

16%

14%

3%

65%

60%

74%

94%

0% 20% 40% 60% 80% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Frequently Occasionally Rarely Not at all

47%

47%

36%

47%

42%

43%

45%

30%

11%

9%

18%

21%

1%

2%

0% 20% 40% 60% 80% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Very satisfied Satisfied Neither Dissatisfied Very dissatisfied

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JISC RSC CSS 2011 15 UK summary

Figure 2.2.9 Frequency of use by type of learning provider e-Safety

Number of responses: 1,364

2.2.4 External engagement Figure 2.2.10 Employer engagement How often have you received support?

Number of responses: 1,383

How satisfied were you with the support received?

Number of responses: 263

There was a clear positive association between frequency of use and satisfaction.

There were insufficient data to carry out any formal analysis of these topic areas by types of learning provider or role of respondents, due to the relatively low levels of use, and high satisfaction, noted.

0% 20% 40% 60% 80% 100%

FE College

6th Form College

HE Institution

WBL

ACL

Ind. Spec. Col.

Other

Multiple ed.

Frequently / Occasionally Rarely / Not at all

Frequent1%

Occas'nal6%

Rarely11%

Not at all82%

Very satisfied

31%

Satisfied47%

Neither22%

Dis-satisfied

0%

Very dis-satisfied

0%

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JISC RSC CSS 2011 16 UK summary

2.3 Overall

2.3.1 Overall satisfaction Figure 2.3.1 Overall, how satisfied are you with the services and support provided by your local JISC RSC?

Number of responses: 1,350

Owing to the generally high levels of satisfaction reported, it was not possible to conduct formal tests of potential differences between respondents in different types of institution or in different roles. However, Figure 2.3.2 presents the data by institution type and role, as this is a key aspect of the survey, combining the three categories of 'neither satisfied nor dissatisfied', dissatisfied', and 'very dissatisfied' for clarity of presentation. It is unlikely that the apparent differences shown in Figure 2.3.2 by category of learning provider are statistically significant; however differences between respondents in the various roles may be.

Very satisfied50%

Satisfied37%

Neither12%Dissatisfied

0%

Very dissatisfied1%

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JISC RSC CSS 2011 17 UK summary

Figure 2.3.2 Overall levels of satisfaction By category of learning provider

Number of responses: 1,351

By role

Number of responses: 1,351

Respondents were asked to give their reasons for responding as they did, and 85 did so. These are listed in full in Appendix 2.2. Positive responses included many comments on the helpfulness and knowledge of staff, and the speed of response:

o Staff are friendly and helpful and willing to help you whenever and with whatever you need

o Rapid response directly pertinent to the request

o The team are very well-informed, professional and always ready to help

o helpful staff, excellent website, prompt replies

o Support is always available whenever required.

o JISC provide a high quality and flexible service.

o The RSC staff are very willing to respond positively to enquiries.

Those with no opinion generally reported little use of the services:

o Was not aware of the range of support available.

Of the thirteen respondents who were 'dissatisfied' or 'very dissatisfied' with the service they had received, only three gave reasons:

o As far as I can see, no support is offered through the medium of Welsh, not even the RSC Wales website.

o I was an active member but now it appears that I have had no communications from them over the last year

o Was provided no help tangible assistance

0% 20% 40% 60% 80% 100%

FE College

6th Form College

HE Institution

WBL

ACL

Ind. Spec. Col.

Other

Multiple ed.

Very satisfied Satisfied Less

0% 20% 40% 60% 80% 100%

Mgt/leadership

Curriculum mg't

Teaching

Learning resources

Learning support

Staff dev't

Network services

Admin. services

Other

Very satisfied Satisfied Less

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JISC RSC CSS 2011 18 UK summary

2.3.2 Value of current JISC support In total, 934 respondents described the value which current JISC RSC support brings to their role, with 52 of these suggesting that the value was limited, including some with little experience of using the services provided. Positive value was reported in areas including keeping up to date with developments, providing support not available elsewhere, and in training and networking. The following gives a flavour of the comments made, and is a random selection from each role category:

o Networking and information that can be used to improve business use of technology. (Management and leadership)

o Can contact for any queries and get instant response (Curriculum and course management)

o Helps me to keep up-to-date within my teaching role re e-learning issues. (Teaching)

o Very helpful source of advice and support, particularly with regard to staff development. (Learning resources)

o They have always helped me to feel valued as a trainer/tutor (Learning support)

o The access to expertise in a wide range of technological areas especially regarding e-learning and assistive technologies is crucial. (Staff development)

o It's a sounding board, a safety net and a collaborative forum. It's invaluable when it comes to sharing knowledge between likeminded organisation and we certainly benefit from and champion this service. (Network services)

o A known route if advice / help is required (Estates/facilities management)

o Keeping up to date (Administration services)

o Very useful and worthwhile, important support. Especially bringing colleagues together from the region and further afield. (Other)

Full details are included in Appendix 2.3.

2.3.3 Future support desired Overall, 747 respondents completed the question concerning the future support which would be most helpful to them in their role. Of these, 59 (8%) had no comments to make:

o I don't think you always know what would be useful until its offered. We always love hearing about anything new.

o Can't think of anything specific.

A further 70 (9%) were happy with the current provision, or asked for more of the same

o keep doing what you are, try not to spread too thin

o We are happy with the current levels of support from JISC RSC.

A wide variety of topics was identified in the remaining comments, by respondents in all roles. The following gives a flavour of some of the most frequently mentioned areas – full details are provided in Appendix 2.4. The topic which attracted the highest number of mentions (188, 25%) was staff development, and these were not restricted to those in staff development roles:

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JISC RSC CSS 2011 19 UK summary

o Staff development & networking opportunities are the most helpful to my role

o Staff development in relation to use of technology and building confidence with this.

o Innovation, staff development and sharing good practice.

E-learning was mentioned by 65 respondents (9%):

o All topics, events and services which improve the use of Learning Resources and e-learning within the College.

o e-learning training, information and advice. The e-fair is very good and extremely useful. I attend every year. Brill event.

o Encouraging eLearning and eAssessment at a structural level

Moodle and other VLEs were mentioned by 55 respondents (7%):

o Rolling out Moodle (both technically and user-wise) and making it a success.

o VLE Development, Free software to develop learning materials

Strategic planning was raised by 44 respondents, again in a variety of roles (6%):

o I would look for RSC support in all aspects from strategic planning down to staff development in the use and implementation of technology in the ACL sector.

o Doing more with less! More on collaborative and shared services How technology can help you meet strategic objectives and legal requirements i.e. Equality Act.

Other areas where support might be expected to be desirable did not feature strongly, for example green computing and sustainability issues (15 respondents, 2%); shared services (12 respondents, 2%); employer engagement (11 respondents, 1%) and cloud computing (7 respondents, 1%):

o I was interested to see you offer support for green issues and would like to know more about this.

o In my MIS role, shared services seems to be looming large over the next few years, so support there could be useful.

o Increase the focus on Employer Engagement.

o how cloud computing can be incorporated into the strategic view of IT in a manner that is not just about cutting costs (because it won't necessarily do that!)

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JISC RSC CSS 2011 20 UK summary

3 Regional results This section presents summary results for each region in turn. The data are not weighted, and respondents using more than one region are included in the analysis for all the regions they use. Response patterns for each region have been compared to the overall UK distribution where sufficient data are available; results of these tests are noted below the relevant figures. The numbers of responses are included with each graph.

All tests of satisfaction ratings have been carried out combining the three categories of 'neither satisfied nor dissatisfied', dissatisfied' and 'very dissatisfied', in order to provide sufficient data for valid tests with the generally high levels of satisfaction reported.

In some cases it was also necessary to combine frequency categories to provide sufficient data for a valid test. Combinations used were 'frequently' with 'occasionally', and 'rarely' with 'not at all'; if these did not provide sufficient numbers, no further combinations were considered.

Note that there were insufficient data in the detailed breakdowns in any region to test apparent differences from the UK average for categories of learning provider or respondent roles.

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JISC RSC CSS 2011 21 South West

3.1 South West

A total of 94 responses were received from customers of RSC South West, representing a response rate of 18%.

Figure 3.1.1 What category of learning provider is it? Learning provider No of responses

FE College 45

Sixth Form College 1

Higher Education Institution 5

Work Based Learning 15

Adult & Community Learning 13

Independent Specialist College 7

Other 2

Multiple education sectors 6

Total 94

Figure 3.1.2 What does your role involve?

Role No of responses

Management and leadership 39

Curriculum and course management 1

Teaching 8

Learning resources 18

Learning support 3

Staff development 10

Network services 9

Estates & facilities management 0

Administration services 4

Other 2

Total 94

Figure 3.1.3 Please indicate how often, over the last year, you have used the following support and communication methods provided by the JISC RSC:

10

11

23

58

16

12

1

25

34

30

21

30

22

8

33

36

21

11

26

26

21

22

10

16

3

19

30

57

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Frequently Occasionally Rarely Not at all

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JISC RSC CSS 2011 22 South West

Statistically significant differences from the UK average were found in the frequency of use of Consultations & visits by RSC staff, which were used less frequently than average; Online events and support; and telephone communications, both of which were used more frequently than average (all with p<0.05). There were no differences in the remaining categories.

Figure 3.1.4 For those support and communication methods you have used, please indicate your level of satisfaction with what was provided:

Apparent differences from the UK average were found not to be statistically significant for Forums & networks; e-communications; Online events and support; and Telephone communication. There were insufficient data for valid testing in the other methods.

Figure 3.1.5 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – frequency of use

Statistically significant differences from the UK average were found in the frequency of use of advice on Business Processes; and Procurement (both with p<0.05); and E-progress review (p<0.001). All were used more frequently than average. There was no difference for Shared Services, and insufficient data to test Other use of technology.

33

37

37

38

22

29

15

30

36

33

42

40

21

10

7

8

4

10

11

7

3

1

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Very satisfied Satisfied Neither Dissatisfied Very dissatisfied

4

4

5

4

7

8

12

12

4

25

22

19

28

6

43

47

41

35

44

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of technology

Frequently Occasionally Rarely Not at all

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JISC RSC CSS 2011 23 South West

Figure 3.1.6 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – satisfaction with support received

There were insufficient data for valid testing of potential differences from the UK average in any category.

Figure 3.1.7 Learning and teaching – frequency of use

Statistically significant differences from the UK average were found in the frequency of use of support for Content Management; and Assessment (both with p<0.01). Both were used more frequently than average. There was no difference for Classroom, distance and mobile learning; or Staff Development; and insufficient data to test Other learning and teaching.

Figure 3.1.8 Learning and teaching – satisfaction with support received

15

10

11

21

12

17

13

20

19

3

5

5

4

3

3

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of techology

Very satisfied Satisfied Neither

6

4

4

7

25

18

6

25

3

20

21

22

22

4

30

36

42

27

47

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Frequently Occasionally Rarely Not at all

24

18

9

22

4

21

18

16

24

1

6

7

7

5

3

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Very satisfied Satisfied Neither

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JISC RSC CSS 2011 24 South West

Apparent differences from the UK average were found not to be statistically significant for Content management. There were insufficient data for valid testing in the other methods.

Figure 3.1.9 Advice on sustainable business and learning practices – frequency of use

Statistically significant differences from the UK average were found in the frequency of use of advice on e-Safety, which was used more than average (p<0.01). There was no difference for Inclusivity; or Green computing; and insufficient data to test Other sustainability.

Figure 3.1.10 Advice on sustainable business and learning practices – satisfaction with support received

There were insufficient data for valid testing of potential differences from the UK average in any category.

5

8

2

14

24

11

2

17

17

12

2

42

33

54

51

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Frequently Occasionally Rarely Not at all

13

20

9

4

19

26

8

1

4

3

7

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Very satisfied Satisfied Neither

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JISC RSC CSS 2011 25 South West

Figure 3.1.11 Employer engagement Frequency of use

Satisfaction with support received

Apparent differences from the UK average in frequency of use were found not to be statistically significant. There were insufficient data for valid testing of potential differences from the UK average in levels of satisfaction.

Figure 3.1.12 Overall, how satisfied are you with the services and support provided by your local JISC RSC?

Apparent differences from the UK average were found not to be statistically significant.

Frequent 2

Occasion-ally, 8

Rarely, 8

Not at all, 61

Very satisfied,

7

Satisfied, 6

Neither, 5

Dis-satisfied,

1

Very satisfied,

38

Satisfied, 39

Neither, 5

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JISC RSC CSS 2011 26 South East

3.2 South East

A total of 150 responses were received from customers of RSC South East, representing a response rate of 23%.

Figure 3.2.1 What category of learning provider is it? Learning provider No of responses

FE College 66

Sixth Form College 32

Higher Education Institution 8

Work Based Learning 27

Adult & Community Learning 11

Independent Specialist College 4

Other 0

Multiple education sectors 2

Total 150

Figure 3.2.2 What does your role involve?

Role No of responses

Management and leadership 38

Curriculum and course management 13

Teaching 18

Learning resources 22

Learning support 3

Staff development 22

Network services 20

Estates & facilities management 0

Administration services 11

Other 3

Total 150

Figure 3.2.3 Please indicate how often, over the last year, you have used the following support and communication methods provided by the JISC RSC:

7

16

24

84

30

11

1

30

55

57

36

47

19

10

63

50

35

11

30

40

41

43

25

26

15

36

72

90

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Frequently Occasionally Rarely Not at all

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JISC RSC CSS 2011 27 South East

Statistically significant differences from the UK average were found in the frequency of use of Consultations & visits by RSC staff; and Online events and support, which were used more frequently than the average (both with p<0.05). There were no differences in the remaining categories.

Figure 3.2.4 For those support and communication methods you have used, please indicate your level of satisfaction with what was provided:

Statistically significant differences from the UK average were found in satisfaction with Consultations & visits by RSC staff; and Telephone communication (both with p<0.05). Respondents were less satisfied than the UK average in both cases. There were no differences in the remaining methods.

Figure 3.2.5 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – frequency of use

Apparent differences from the UK average were found not to be statistically significant in any category.

50

68

50

56

45

35

22

37

42

55

61

46

20

21

10

8

9

14

19

14

7

2

1

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Very satisfied Satisfied Neither Dissatisfied Very dissatisfied

2

2

6

7

3

10

7

17

14

7

25

24

30

29

6

88

91

72

75

81

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of technology

Frequently Occasionally Rarely Not at all

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JISC RSC CSS 2011 28 South East

Figure 3.2.6 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – satisfaction with support received

Apparent differences from the UK average were found not to be statistically significant for advice on Shared Services; or E-progress review. There were insufficient data for valid testing in the other categories.

Figure 3.2.7 Learning and teaching – frequency of use

Apparent differences from the UK average were found not to be statistically significant in any category.

Figure 3.2.8 Learning and teaching – satisfaction with support received

21

17

20

24

18

12

12

21

19

3

3

4

9

5

1

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of techology

Very satisfied Satisfied Neither Dissatisfied

14

7

7

11

3

26

23

19

30

2

34

21

22

31

8

48

70

72

52

78

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Frequently Occasionally Rarely Not at all

36

24

22

34

12

29

23

22

32

6

7

6

4

5

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Very satisfied Satisfied Neither

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JISC RSC CSS 2011 29 South East

There were insufficient data for valid testing of satisfaction with the support received for Other learning and teaching. Apparent differences from the UK average were found not to be statistically significant in the remaining categories.

Figure 3.2.9 Advice on sustainable business and learning practices – frequency of use

There were insufficient data for valid testing of advice on Other sustainable business and learning practices. Apparent differences from the UK average were found not to be statistically significant in the remaining categories.

Figure 3.2.10 Advice on sustainable business and learning practices – satisfaction with support received

Apparent differences from the UK average were found not to be statistically significant for satisfaction with advice received on e-safety. There were insufficient data for valid testing in the other categories.

3

7

3

2

14

22

9

3

20

23

11

3

88

72

99

88

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Frequently Occasionally Rarely Not at all

21

24

13

7

13

20

8

2

4

8

5

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Very satisfied Satisfied Neither

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JISC RSC CSS 2011 30 South East

Figure 3.2.11 Employer engagement Frequency of use

Satisfaction with support received

Apparent differences from the UK average in frequency of use were found not to be statistically significant. A statistically significant difference from the UK average was found in satisfaction with the support received for employer engagement (p<0.05). Customers in the South East were more likely than average to be 'very satisfied'.

Figure 3.2.12 Overall, how satisfied are you with the services and support provided by your local JISC RSC?

Apparent differences from the UK average were found not to be statistically significant.

Frequent, 4

Occasion-ally, 7

Rarely, 17

Not at all, 98

Very satisfied,

14

Satisfied, 6

Neither, 8

Dis-satisfied,

1

Very satisfied,

52

Satisfied, 47

Neither, 19

Dissatisfied, 1

Very dissatisfi

ed, 1

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JISC RSC CSS 2011 31 London

3.3 London

A total of 82 responses were received from customers of RSC London, representing a response rate of 18%.

Figure 3.3.1 What category of learning provider is it? Learning provider No of responses

FE College 35

Sixth Form College 9

Higher Education Institution 10

Work Based Learning 9

Adult & Community Learning 13

Independent Specialist College 1

Other 2

Multiple education sectors 3

Total 82

Figure 3.3.2 What does your role involve?

Role No of responses

Management and leadership 28

Curriculum and course management 4

Teaching 2

Learning resources 21

Learning support 4

Staff development 6

Network services 10

Estates & facilities management 1

Administration services 5

Other 1

Total 82

Figure 3.3.3 Please indicate how often, over the last year, you have used the following support and communication methods provided by the JISC RSC:

4

8

20

59

10

5

2

19

36

30

14

11

21

6

33

24

17

5

29

20

11

24

14

13

4

31

35

62

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Frequently Occasionally Rarely Not at all

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JISC RSC CSS 2011 32 London

Statistically significant differences from the UK average were found in the frequency of use of Online events and support (p<0.05). These were used less frequently than the UK average. There were no differences in the remaining categories.

Figure 3.3.4 For those support and communication methods you have used, please indicate your level of satisfaction with what was provided:

Statistically significant differences from the UK average were found in satisfaction with the support received via e-communications and Online events and support (both p<0.05). Fewer respondents than the UK average reported being 'very satisfied' with the e-communication methods they had used. Respondents were also less satisfied than average with Online support and events. There were no statistically significant differences for Forums and networks; or Telephone communication. There were insufficient data for valid testing in the other methods.

Figure 3.3.5 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – frequency of use

Statistically significant differences from the UK average were found in the frequency of use of advice on E-progress review, which was used more frequently than average (p<0.05). There were insufficient data for valid testing of Other use of technology. Apparent differences from the UK average were found not to be statistically significant in the remaining categories.

29

38

29

26

13

25

8

24

28

33

43

25

16

8

3

2

7

7

11

5

5

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Very satisfied Satisfied Neither Dissatisfied

1

2

4

3

10

9

13

15

5

18

10

14

17

2

42

49

35

34

44

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of technology

Frequently Occasionally Rarely Not at all

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JISC RSC CSS 2011 33 London

Figure 3.3.6 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – satisfaction with support received

There were insufficient data for valid testing of potential differences from the UK average.

Figure 3.3.7 Learning and teaching – frequency of use

There were insufficient data for valid testing of support for Other learning and teaching. Apparent differences from the UK average were found not to be statistically significant in the remaining categories.

Figure 3.3.8 Learning and teaching – satisfaction with support received

10

5

10

18

6

17

13

16

14

5

4

3

5

5

3

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of techology

Very satisfied Satisfied Neither

5

3

1

3

15

15

10

21

4

16

11

9

19

1

33

38

48

26

45

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Frequently Occasionally Rarely Not at all

11

8

5

13

3

21

15

11

28

2

5

5

5

3

2

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Very satisfied Satisfied Neither Dissatisfied Very dissatisfied

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JISC RSC CSS 2011 34 London

There were insufficient data for valid testing of potential differences from the UK average.

Figure 3.3.9 Advice on sustainable business and learning practices – frequency of use

Statistically significant differences from the UK average were found in the frequency of use of advice on Inclusivity, which was used less than the UK average (p<0.05). There were insufficient data for valid testing of Other sustainability. There were no differences in the remaining categories..

Figure 3.3.10 Advice on sustainable business and learning practices – satisfaction with support received

There were insufficient data for valid testing of potential differences from the UK average.

1

3

1

9

18

11

1

5

8

10

1

54

42

47

49

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Frequently Occasionally Rarely Not at all

4

9

5

1

10

19

14

3

4

4

4

2

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Very satisfied Satisfied Neither

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JISC RSC CSS 2011 35 London

Figure 3.3.11 Employer engagement Frequency of use

Satisfaction with support received

Apparent differences from the UK average in the frequency of use were found not to be statistically significant. There were insufficient data for valid testing of potential differences in satisfaction levels from the UK average.

Figure 3.3.12 Overall, how satisfied are you with the services and support provided by your local JISC RSC?

A statistically significant difference from the UK average was found in overall satisfaction with the RSC (p<0.05). Proportionately fewer respondents were 'very satisfied', but more 'satisfied' than the UK average.

Occasionally, 7

Rarely, 7

Not at all, 55

Very satisfied,

3 Satisfied, 8

Neither, 5

Very satisfied, 25

Satisfied, 36Neither, 5

Very dis-satisfied, 2

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JISC RSC CSS 2011 36 Eastern

3.4 Eastern

A total of 61 responses were received from customers of RSC Eastern, representing a response rate of 11%.

Figure 3.4.1 What category of learning provider is it? Learning provider No of responses

FE College 33

Sixth Form College 7

Higher Education Institution 3

Work Based Learning 9

Adult & Community Learning 6

Independent Specialist College 0

Other 1

Multiple education sectors 2

Total 61

Figure 3.4.2 What does your role involve?

Role No of responses

Management and leadership 10

Curriculum and course management 7

Teaching 5

Learning resources 12

Learning support 2

Staff development 10

Network services 9

Estates & facilities management 1

Administration services 4

Other 1

Total 61

Figure 3.4.3 Please indicate how often, over the last year, you have used the following support and communication methods provided by the JISC RSC:

3

9

15

39

5

2

1

15

22

22

10

17

18

4

19

20

13

4

13

13

9

23

8

10

7

24

26

45

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Frequently Occasionally Rarely Not at all

Page 41: Jisc rsc css final report

JISC RSC CSS 2011 37 Eastern

Apparent differences from the UK average were found not to be statistically significant.

Figure 3.4.4 For those support and communication methods you have used, please indicate your level of satisfaction with what was provided:

There were no statistically significant differences for satisfaction with Online events and support. There were insufficient data for valid testing in the other methods.

Figure 3.4.5 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – frequency of use

Statistically significant differences from the UK average were found in the frequency of use of advice on Business processes (p<0.01). This was used more frequently than average in the Eastern region. There were insufficient data for valid testing of Other use of technology. Apparent differences from the UK average were found not to be statistically significant in the remaining categories.

22

28

27

22

9

17

8

15

22

18

29

20

14

5

1

3

3

5

2

1

1

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Very satisfied Satisfied Neither Dissatisfied

1

1

15

6

8

5

2

4

9

11

8

6

32

35

31

36

34

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of technology

Frequently Occasionally Rarely Not at all

Page 42: Jisc rsc css final report

JISC RSC CSS 2011 38 Eastern

Figure 3.4.6 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – satisfaction with support received

There were insufficient data for valid testing of potential differences from the UK average.

Figure 3.4.7 Learning and teaching – frequency of use

There were insufficient data for valid testing of support for Other learning and teaching. Apparent differences from the UK average were found not to be statistically significant in the remaining categories.

Figure 3.4.8 Learning and teaching – satisfaction with support received

7

2

3

8

5

11

12

15

5

5

1

1

2

1

2

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of techology

Very satisfied Satisfied Neither

6

2

2

5

2

6

9

2

9

7

6

6

12

34

35

41

27

36

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Frequently Occasionally Rarely Not at all

11

7

3

11

3

8

10

7

13

2

2

2

1

2

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Very satisfied Satisfied Neither

Page 43: Jisc rsc css final report

JISC RSC CSS 2011 39 Eastern

There were insufficient data for valid testing of potential differences from the UK average.

Figure 3.4.9 Advice on sustainable business and learning practices – frequency of use

There were insufficient data for valid testing of advice on Other sustainable business and learning practices. Apparent differences from the UK average were found not to be statistically significant in the remaining categories.

Figure 3.4.10 Advice on sustainable business and learning practices – satisfaction with support received

There were insufficient data for valid testing of potential differences from the UK average.

4

1

6

10

7

1

4

6

8

2

39

33

36

36

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Frequently Occasionally Rarely Not at all

6

9

5

4

6

8

10

1

3

1

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Very satisfied Satisfied Neither

Page 44: Jisc rsc css final report

JISC RSC CSS 2011 40 Eastern

Figure 3.4.11 Employer engagement Frequency of use

Satisfaction with support received

There were insufficient data for valid testing of potential differences from the UK average in either frequency of use or satisfaction with the support received.

Figure 3.4.12 Overall, how satisfied are you with the services and support provided by your local JISC RSC?

Apparent differences from the UK average were found not to be statistically significant.

Frequent, 2

Occasionally, 0

Rarely, 5

Not at all, 45

Very satisfied,

1Satisfied,

4

Neither, 1

Very dis-satisfied,

1

Very satisfied,

26

Satisfied, 25

Neither, 2

Page 45: Jisc rsc css final report

JISC RSC CSS 2011 41 East Midlands

3.5 East Midlands

A total of 170 responses were received from customers of RSC East Midlands, representing a response rate of 11%.

Figure 3.5.1 What category of learning provider is it? Learning provider No of responses

FE College 95

Sixth Form College 13

Higher Education Institution 5

Work Based Learning 33

Adult & Community Learning 13

Independent Specialist College 9

Other 0

Multiple education sectors 2

Total 170

Figure 3.5.2 What does your role involve?

Role No of responses

Management and leadership 44

Curriculum and course management 13

Teaching 31

Learning resources 30

Learning support 13

Staff development 10

Network services 9

Estates & facilities management 2

Administration services 15

Other 3

Total 170

Figure 3.5.3 Please indicate how often, over the last year, you have used the following support and communication methods provided by the JISC RSC:

6

19

31

105

23

11

35

52

56

34

35

27

14

48

62

37

16

46

31

32

74

33

36

11

61

93

117

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Frequently Occasionally Rarely Not at all

Page 46: Jisc rsc css final report

JISC RSC CSS 2011 42 East Midlands

Apparent differences from the UK average were found not to be statistically significant.

Figure 3.5.4 For those support and communication methods you have used, please indicate your level of satisfaction with what was provided:

A statistically significant difference from the UK average was found in satisfaction with Bespoke training (p<0.05). Fewer respondents were 'very satisfied', but more were 'satisfied', than the UK average. There were no differences in the remaining categories.

Figure 3.5.5 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – frequency of use

Apparent differences from the UK average were found not to be statistically significant.

49

70

62

70

36

33

16

34

57

50

74

50

28

24

4

4

15

12

15

8

5

2

1

21

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Very satisfied Satisfied Neither Dissatisfied Very dissatisfied

3

3

3

6

3

19

17

18

15

2

31

20

30

34

9

87

96

84

85

100

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of technology

Frequently Occasionally Rarely Not at all

Page 47: Jisc rsc css final report

JISC RSC CSS 2011 43 East Midlands

Figure 3.5.6 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – satisfaction with support received

There were insufficient data for valid testing of advice on Other use of technology. Apparent differences from the UK average were found not to be statistically significant in the remaining categories.

Figure 3.5.7 Learning and teaching – frequency of use

Statistically significant differences from the UK average were found in the frequency of use of support for Classroom, distance and mobile learning, which was used less frequently than in the UK average (p<0.05). There were no differences in the remaining categories.

Figure 3.5.8 Learning and teaching – satisfaction with support received

19

11

17

22

6

22

21

26

27

11

10

8

9

7

6

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of techology

Very satisfied Satisfied Neither

6

4

4

9

1

30

18

16

33

4

19

14

17

26

1

85

100

98

67

105

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Frequently Occasionally Rarely Not at all

21

13

13

29

2

30

20

20

36

7

4

6

7

5

2 1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Very satisfied Satisfied Neither Dissatisfied Very dissatisfied

Page 48: Jisc rsc css final report

JISC RSC CSS 2011 44 East Midlands

There were insufficient data for valid testing of support for Other learning and teaching. Apparent differences from the UK average were found not to be statistically significant in the remaining categories.

Figure 3.5.9 Advice on sustainable business and learning practices – frequency of use

There were insufficient data for valid testing of advice on Other sustainable business and learning practices. Apparent differences from the UK average were found not to be statistically significant in the remaining categories.

Figure 3.5.10 Advice on sustainable business and learning practices – satisfaction with support received

Statistically significant differences from the UK average were found in satisfaction with the support received for Inclusivity; e-Safety; and Green computing (all with p<0.05). In all cases, fewer respondents than average were 'very satisfied' with the advice received, but more were 'satisfied'. There were insufficient data for valid testing of Other sustainable business and learning practices.

6

6

1

1

20

19

7

3

22

27

23

1

90

86

103

105

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Frequently Occasionally Rarely Not at all

17

15

4

2

29

34

19

4

3

5

6

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Very satisfied Satisfied Neither

Page 49: Jisc rsc css final report

JISC RSC CSS 2011 45 East Midlands

Figure 3.5.11 Employer engagement Frequency of use

Satisfaction with support received

Apparent differences from the UK average were found not to be statistically significant for either frequency of use or satisfaction with the support received.

Figure 3.5.12 Overall, how satisfied are you with the services and support provided by your local JISC RSC?

Apparent differences from the UK average were found not to be statistically significant.

Frequently, 4

Occasionally, 4

Rarely, 23

Not at all, 108

Very satisfied,

8

Satisfied, 17

Neither, 8

Very satisfied, 70

Satisfied, 50

Neither, 13

Very dissatisfied, 1

Page 50: Jisc rsc css final report

JISC RSC CSS 2011 46 West Midlands

3.6 West Midlands

A total of 181 responses were received from customers of RSC West Midlands, representing a response rate of 12%.

Figure 3.6.1 What category of learning provider is it? Learning provider No of responses

FE College 97

Sixth Form College 22

Higher Education Institution 22

Work Based Learning 13

Adult & Community Learning 14

Independent Specialist College 9

Other 2

Multiple education sectors 2

Total 181

Figure 3.6.2 What does your role involve?

Role No of responses

Management and leadership 40

Curriculum and course management 7

Teaching 29

Learning resources 49

Learning support 20

Staff development 16

Network services 11

Estates & facilities management 1

Administration services 6

Other 2

Total 181

Figure 3.6.3 Please indicate how often, over the last year, you have used the following support and communication methods provided by the JISC RSC:

7

10

28

104

17

8

1

34

57

65

37

48

32

11

58

66

47

23

48

40

37

75

45

30

11

59

91

122

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Frequently Occasionally Rarely Not at all

Page 51: Jisc rsc css final report

JISC RSC CSS 2011 47 West Midlands

A statistically significant difference from the UK average was found in the frequency of use of Face to face events and meetings, which were used less often in the West Midlands than average (p<0.05). There were no differences in the remaining categories.

Figure 3.6.4 For those support and communication methods you have used, please indicate your level of satisfaction with what was provided:

Statistically significant differences from the UK average were found in satisfaction with the support received via Forums and networks; and online events and support (p<0.05). In both cases, fewer respondents than average were 'very satisfied' with these communication methods. There were no differences in the remaining categories.

Figure 3.6.5 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – frequency of use

Apparent differences from the UK average were found not to be statistically significant.

61

78

57

69

35

45

27

36

46

68

75

59

24

19

5

8

16

18

21

9

6

1

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Very satisfied Satisfied Neither Dissatisfied Very dissatisfied

2

2

2

3

5

19

14

19

27

6

33

26

27

28

2

102

110

106

98

108

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of technology

Frequently Occasionally Rarely Not at all

Page 52: Jisc rsc css final report

JISC RSC CSS 2011 48 West Midlands

Figure 3.6.6 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – satisfaction with support received

There were insufficient data for valid testing of advice on Other use of technology. Apparent differences from the UK average were found not to be statistically significant in the remaining categories.

Figure 3.6.7 Learning and teaching – frequency of use

Apparent differences from the UK average were found not to be statistically significant in any category.

Figure 3.6.8 Learning and teaching – satisfaction with support received

20

17

20

24

13

22

17

17

27

4

11

11

10

9

5

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of techology

Very satisfied Satisfied Neither

7

6

3

9

2

37

23

24

42

4

30

25

24

43

2

80

97

98

59

102

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Frequently Occasionally Rarely Not at all

31

22

19

41

6

34

24

24

45

4

10

9

9

4

2

1

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Very satisfied Satisfied Neither Dissatisfied Very dissatisfied

Page 53: Jisc rsc css final report

JISC RSC CSS 2011 49 West Midlands

There were insufficient data for valid testing of support for Other learning and teaching. Apparent differences from the UK average were found not to be statistically significant in the remaining categories.

Figure 3.6.9 Advice on sustainable business and learning practices – frequency of use

There were insufficient data for valid testing of advice on Other sustainable business and learning practices. Apparent differences from the UK average were found not to be statistically significant in the remaining categories.

Figure 3.6.10 Advice on sustainable business and learning practices – satisfaction with support received

There were insufficient data for valid testing of advice on Other sustainable business and learning practices. Apparent differences from the UK average were found not to be statistically significant in the remaining categories.

2

9

1

3

22

30

16

3

28

32

25

1

97

80

104

102

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Frequently Occasionally Rarely Not at all

23

32

15

8

20

32

20

2

10

9

10

2

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Very satisfied Satisfied Neither

Page 54: Jisc rsc css final report

JISC RSC CSS 2011 50 West Midlands

Figure 3.6.11 Employer engagement Frequency of use

Satisfaction with support received

Apparent differences from the UK average were found not to be statistically significant for either frequency of use or satisfaction with the support received.

Figure 3.6.12 Overall, how satisfied are you with the services and support provided by your local JISC RSC?

Apparent differences from the UK average were found not to be statistically significant.

Occasionally, 8

Rarely, 20

Not at all, 128

Very satisfied,

5 Satisfied, 17

Neither, 7

Very satisfied, 73

Satisfied, 57

Neither, 18

Very dissatisfied, 1

Page 55: Jisc rsc css final report

JISC RSC CSS 2011 51 Yorkshire & Humber

3.7 Yorkshire and Humber

A total of 144 responses were received from customers of RSC Yorkshire and Humber, representing a response rate of 12%.

Figure 3.7.1 What category of learning provider is it? Learning provider No of responses

FE College 82

Sixth Form College 13

Higher Education Institution 7

Work Based Learning 14

Adult & Community Learning 15

Independent Specialist College 5

Other 2

Multiple education sectors 6

Total 144

Figure 3.7.2 What does your role involve?

Role No of responses

Management and leadership 30

Curriculum and course management 11

Teaching 33

Learning resources 34

Learning support 13

Staff development 10

Network services 9

Estates & facilities management 0

Administration services 4

Other 0

Total 144

Figure 3.7.3 Please indicate how often, over the last year, you have used the following support and communication methods provided by the JISC RSC:

4

10

17

66

11

6

21

49

48

49

31

25

8

43

50

39

15

27

23

33

66

34

34

9

65

80

93

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Frequently Occasionally Rarely Not at all

Page 56: Jisc rsc css final report

JISC RSC CSS 2011 52 Yorkshire & Humber

Statistically significant differences from the UK average were found in the frequency of use of Consultations & visits by RSC staff; Telephone communication (both p<0.05); Online events and support (p<0.01); and e-communications (p<0.001). All were used less frequently than average. There were no differences in the remaining methods.

Figure 3.7.4 For those support and communication methods you have used, please indicate your level of satisfaction with what was provided:

Statistically significant differences from the UK average were found in satisfaction with the support received via e-communications (p<0.05); and Bespoke training (p<0.01). In both cases respondents were less satisfied than the UK average. There were insufficient data for valid testing of Consultations and visits by RSC staff. There were no differences in the remaining categories.

Figure 3.7.5 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – frequency of use

Statistically significant differences from the UK average were found in the frequency of use of advice on E-progress review; Other use of technology (both p<0.05); and Business Processes (p<0.01). All were used less frequently than the UK average. There were no differences in Procurement or Shared Services.

36

56

45

50

21

30

13

29

49

43

62

34

20

22

4

4

9

14

14

8

10

1

1

1

2

2

3

2

1

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Very satisfied Satisfied Neither Dissatisfied Very dissatisfied

4

1

1

7

6

13

17

14

20

25

21

5

104

102

89

91

101

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of technology

Frequently Occasionally Rarely Not at all

Page 57: Jisc rsc css final report

JISC RSC CSS 2011 53 Yorkshire & Humber

Figure 3.7.6 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – satisfaction with support received

Statistically significant differences from the UK average were found in satisfaction with the support received for Shared services (p<0.01). Fewer respondents than average were 'very satisfied'. There were insufficient data for valid testing in the other categories.

Figure 3.7.7 Learning and teaching – frequency of use

Statistically significant differences from the UK average were found in the frequency of use of support for Content management; and Assessment (p<0.01). Both were used less frequently than the UK average. There were no differences in the remaining categories.

Figure 3.7.8 Learning and teaching – satisfaction with support received

8

4

6

8

3

14

20

29

26

3

4

1

4

4

2

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of techology

Very satisfied Satisfied Neither

4

1

5

32

18

11

31

1

25

12

13

29

3

65

93

100

61

87

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Frequently Occasionally Rarely Not at all

25

7

6

30

2

32

20

15

31

1

4

3

4

4

3

1

1

1

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Very satisfied Satisfied Neither Dissatisfied Very dissatisfied

Page 58: Jisc rsc css final report

JISC RSC CSS 2011 54 Yorkshire & Humber

Apparent differences from the UK average were found not to be statistically significant for support for Classroom, distance and mobile learning; and staff development. There were insufficient data for valid testing in the other categories.

Figure 3.7.9 Advice on sustainable business and learning practices – frequency of use

Statistically significant differences from the UK average were found in the frequency of use of advice on Green computing, which was used less frequently than average (p<0.01). There were insufficient data for valid testing of Other sustainable business and learning practices. Apparent differences from the UK average were found not to be statistically significant in the remaining categories.

Figure 3.7.10 Advice on sustainable business and learning practices – satisfaction with support received

There were insufficient data for valid testing of potential differences from the UK average in any category.

3

4

19

16

6

17

20

11

4

85

83

103

92

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Frequently Occasionally Rarely Not at all

13

15

1

22

20

12

4

4

5

3

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Very satisfied Satisfied Neither

Page 59: Jisc rsc css final report

JISC RSC CSS 2011 55 Yorkshire & Humber

Figure 3.7.11 Employer engagement Frequency of use

Satisfaction with support received

Apparent differences from the UK average were found not to be statistically significant for frequency of use of advice on employer engagement. There were insufficient data for valid testing of potential differences from the UK average in the satisfaction with support received.

Figure 3.7.12 Overall, how satisfied are you with the services and support provided by your local JISC RSC?

A statistically significant difference from the UK average was found in overall satisfaction with the support received from the RSC (p<0.05). Users of RSC Yorkshire and Humber were less satisfied than average.

Occasionally, 5

Rarely, 13

Not at all, 109

Very satisfied,

2

Satisfied, 10

Neither, 6

Very satisfied, 53

Satisfied, 44Neither, 26

Very dis-satisfied, 1

Page 60: Jisc rsc css final report

JISC RSC CSS 2011 56 North West

3.8 North West

A total of 226 responses were received from customers of RSC North West, representing a response rate of 33%.

Figure 3.8.1 What category of learning provider is it? Learning provider No of responses

FE College 119

Sixth Form College 25

Higher Education Institution 24

Work Based Learning 27

Adult & Community Learning 18

Independent Specialist College 8

Other 3

Multiple education sectors 2

Total 226

Figure 3.8.2 What does your role involve?

Role No of responses

Management and leadership 67

Curriculum and course management 16

Teaching 18

Learning resources 57

Learning support 21

Staff development 25

Network services 16

Estates & facilities management 0

Administration services 3

Other 3

Total 226

Figure 3.8.3 Please indicate how often, over the last year, you have used the following support and communication methods provided by the JISC RSC:

26

37

52

141

47

26

5

62

81

87

47

65

44

30

73

71

41

17

50

62

59

56

34

40

13

53

85

120

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Frequently Occasionally Rarely Not at all

Page 61: Jisc rsc css final report

JISC RSC CSS 2011 57 North West

Statistically significant differences from the UK average were found in the frequency of use of Face-to-face events & meetings; Telephone communication; Bespoke training (all p<0.05); Online events and support (p<0.01); and Consultations & visits by RSC staff (p<0.001). All were used more frequently than the average for the UK as a whole. There were no differences in Forums & networks; or e-communications.

Figure 3.8.4 For those support and communication methods you have used, please indicate your level of satisfaction with what was provided:

Statistically significant differences from the UK average were found in satisfaction with the support received via e-communications; Online events and support (both p<0.05); and Forums and networks (p<0.01). Users reported higher satisfaction levels than the UK average for these methods. There were no differences in the remaining methods.

Figure 3.8.5 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – frequency of use

Statistically significant differences from the UK average were found in the frequency of use of advice on Business Processes; E-progress review (both p<0.05); Procurement; and Shared Services (both p<0.01). All were used more frequently than average. There was no statistically significant difference for Other use of technology.

103

116

111

119

85

78

50

49

57

59

70

58

44

30

7

8

8

12

19

14

15

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Very satisfied Satisfied Neither

7

6

7

12

8

28

24

39

36

7

42

37

38

44

6

108

120

103

96

112

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of technology

Frequently Occasionally Rarely Not at all

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JISC RSC CSS 2011 58 North West

Figure 3.8.6 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – satisfaction with support received

There were insufficient data for valid testing of advice on Other use of technology. Apparent differences from the UK average were found not to be statistically significant in the remaining categories.

Figure 3.8.7 Learning and teaching – frequency of use

Statistically significant differences from the UK average were found in the frequency of use of support for Assessment (p<0.05); Content Management; Staff Development (both p<0.01); and Classroom, distance and mobile learning (p<0.001). All were used more frequently than the UK average. There was no statistically significant difference for Other learning and teaching.

Figure 3.8.8 Learning and teaching – satisfaction with support received

35

31

36

48

22

31

28

38

32

6

13

11

10

13

4

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of techology

Very satisfied Satisfied Neither Dissatisfied

28

15

13

24

3

48

37

35

71

8

46

34

31

42

6

66

96

101

58

102

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Frequently Occasionally Rarely Not at all

73

53

49

85

16

38

25

26

40

9

10

8

8

10

5

1

11

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Very satisfied Satisfied Neither Dissatisfied Very dissatisfied

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JISC RSC CSS 2011 59 North West

Statistically significant differences from the UK average were found in satisfaction with the support received for Content Management; Assessment ( both p<0.05); and Staff Development (p<0.01). In all cases, a higher proportion of respondents than average were 'very satisfied' with their support. There was no statistically significant difference for Classroom, distance and mobile learning or Other learning and teaching.

Figure 3.8.9 Advice on sustainable business and learning practices – frequency of use

Statistically significant differences from the UK average were found in the frequency of use of advice on e-safety (p<0.01); and Inclusivity (p<0.001). Both were used more frequently than the UK average. There was no difference for Green computing, and insufficient data for valid testing of Other sustainability.

Figure 3.8.10 Advice on sustainable business and learning practices – satisfaction with support received

Statistically significant differences from the UK average were found in satisfaction with advice on e-safety, which was higher than average (p<0.05). There were insufficient data for valid testing of Other sustainability. There were no differences in the remaining categories.

12

19

9

3

39

43

18

4

49

38

34

5

89

88

122

119

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Frequently Occasionally Rarely Not at all

55

57

31

6

36

30

21

5

11

9

11

3

1

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Very satisfied Satisfied Neither Dissatisfied

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JISC RSC CSS 2011 60 North West

Figure 3.8.11 Employer engagement Frequency of use

Satisfaction with support received

A statistically significant difference from the UK average was found in the frequency of use of the support received for Employer engagement – respondents used this more than average (p<0.05). Apparent differences from the UK average in satisfaction levels were found not to be statistically significant.

Figure 3.8.12 Overall, how satisfied are you with the services and support provided by your local JISC RSC?

Apparent differences from the UK average were found not to be statistically significant.

Frequent, 1

Occasionally, 21

Rarely, 30

Not at all, 137

Very satisfied,

19

Satisfied, 27

Neither, 9

Very satisfied, 106

Satisfied, 67

Neither, 16Dis-satisfied, 1

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JISC RSC CSS 2011 61 Northern

3.9 Northern

A total of 122 responses were received from customers of RSC Northern, representing a response rate of 7%.

Figure 3.9.1 What category of learning provider is it? Learning provider No of responses

FE College 61

Sixth Form College 13

Higher Education Institution 1

Work Based Learning 23

Adult & Community Learning 11

Independent Specialist College 4

Other 4

Multiple education sectors 5

Total 122

Figure 3.9.2 What does your role involve?

Role No of responses

Management and leadership 31

Curriculum and course management 11

Teaching 20

Learning resources 20

Learning support 9

Staff development 11

Network services 13

Estates & facilities management 1

Administration services 6

Other 0

Total 122

Figure 3.9.3 Please indicate how often, over the last year, you have used the following support and communication methods provided by the JISC RSC:

5

26

28

86

13

13

3

30

42

42

25

20

34

9

35

31

20

6

36

31

30

43

21

22

3

46

38

72

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Frequently Occasionally Rarely Not at all

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JISC RSC CSS 2011 62 Northern

Statistically significant differences from the UK average were found in the frequency of use of Face to face events and meetings; and Telephone communication (both p<0.01). Both were used more frequently than average. There were no differences in the remaining categories.

Figure 3.9.4 For those support and communication methods you have used, please indicate your level of satisfaction with what was provided:

There were insufficient data for valid testing of satisfaction with Consultations and visits by RSC staff. Apparent differences from the UK average were found not to be statistically significant in the remaining categories.

Figure 3.9.5 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – frequency of use

There were insufficient data for valid testing of advice on Other use of technology. Apparent differences from the UK average were found not to be statistically significant in the remaining categories.

38

62

47

58

31

41

21

22

32

36

46

26

27

20

7

6

6

8

10

6

5

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Very satisfied Satisfied Neither

3

2

5

2

2

13

14

18

17

4

17

16

16

16

7

68

69

63

64

68

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of technology

Frequently Occasionally Rarely Not at all

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JISC RSC CSS 2011 63 Northern

Figure 3.9.6 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – satisfaction with support received

There were insufficient data for valid testing of potential differences from the UK average in any category.

Figure 3.9.7 Learning and teaching – frequency of use

There were insufficient data for valid testing of support for Other learning and teaching. Apparent differences from the UK average were found not to be statistically significant in the remaining categories.

Figure 3.9.8 Learning and teaching – satisfaction with support received

13

14

14

15

7

17

12

16

14

7

3

4

5

6

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of techology

Very satisfied Satisfied Neither

4

4

3

9

1

31

21

20

36

2

22

17

21

27

8

43

56

53

32

60

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Frequently Occasionally Rarely Not at all

27

20

19

31

4

23

16

17

33

4

5

4

5

7

2

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Very satisfied Satisfied Neither

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JISC RSC CSS 2011 64 Northern

There were insufficient data for valid testing of support for Other learning and teaching. Apparent differences from the UK average were found not to be statistically significant in the remaining categories.

Figure 3.9.9 Advice on sustainable business and learning practices – frequency of use

Statistically significant differences from the UK average were found in the frequency of use of advice on e-safety, which was used more frequently than average (p<0.05). There were insufficient data for valid testing of Other sustainable business and learning practices. There were no differences in the remaining categories.

Figure 3.9.10 Advice on sustainable business and learning practices – satisfaction with support received

Statistically significant differences from the UK average were found in satisfaction with the support received for e-safety (p<0.05). Respondents were more satisfied than the UK average for this. There was no difference for Green computing, and insufficient data for valid testing of the remaining categories.

2

10

3

18

24

16

2

18

20

15

5

60

45

64

68

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Frequently Occasionally Rarely Not at all

18

34

15

3

16

14

14

5

6

6

8

3 1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Very satisfied Satisfied Neither Dissatisfied

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JISC RSC CSS 2011 65 Northern

Figure 3.9.11 Employer engagement Frequency of use

Satisfaction with support received

Apparent differences from the UK average in frequency of use of support for employer engagement were found not to be statistically significant. There were insufficient data for valid testing of potential differences from the UK average in levels of satisfaction with the support received.

Figure 3.9.12 Overall, how satisfied are you with the services and support provided by your local JISC RSC?

Apparent differences from the UK average were found not to be statistically significant.

Occasionally, 5

Rarely, 14

Not at all, 83

Very satisfied,

5

Satisfied, 11

Neither, 4

Very satisfied, 51

Satisfied, 43

Neither, 9Dis-satisfied, 1

Page 70: Jisc rsc css final report

JISC RSC CSS 2011 66 Wales

3.10 Wales

A total of 188 responses were received from customers of RSC Wales, representing a response rate of 14%.

Figure 3.10.1 What category of learning provider is it? Learning provider No of responses

FE College 62

Sixth Form College 1

Higher Education Institution 57

Work Based Learning 30

Adult & Community Learning 22

Independent Specialist College 1

Other 12

Multiple education sectors 3

Total 188

Figure 3.10.2 What does your role involve?

Role No of responses

Management and leadership 42

Curriculum and course management 15

Teaching 38

Learning resources 29

Learning support 13

Staff development 16

Network services 15

Estates & facilities management 0

Administration services 11

Other 9

Total 188

Figure 3.10.3 Please indicate how often, over the last year, you have used the following support and communication methods provided by the JISC RSC:

12

15

35

109

28

17

3

27

67

60

38

38

25

12

55

64

39

21

43

38

31

84

37

47

16

70

100

129

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Frequently Occasionally Rarely Not at all

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JISC RSC CSS 2011 67 Wales

Statistically significant differences from the UK average were found in the frequency of use of Consultations and visits by RSC staff, which were less frequently used than average (p<0.05). There were no differences in the remaining methods.

Figure 3.10.4 For those support and communication methods you have used, please indicate your level of satisfaction with what was provided:

Statistically significant differences from the UK average were found in satisfaction with the Bespoke training received, which was higher than average (p<0.05). There were no differences in the remaining categories.

Figure 3.10.5 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – frequency of use

Statistically significant differences from the UK average were found in the frequency of use of advice on E-progress review (p<0.05); Shared services (p<0.01); and Procurement (p<0.001). All were used less frequently than average. There were no differences for Business processes; or Other use of technology.

61

83

73

91

52

51

34

28

58

53

60

42

23

11

5

6

7

11

11

7

3

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Very satisfied Satisfied Neither Dissatisfied

3

3

5

4

10

8

14

12

3

29

12

20

26

8

117

135

120

115

123

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of technology

Frequently Occasionally Rarely Not at all

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JISC RSC CSS 2011 68 Wales

Figure 3.10.6 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – satisfaction with support received

Apparent differences from the UK average were found not to be statistically significant for advice on Business processes. There were insufficient data for valid testing in the other categories.

Figure 3.10.7 Learning and teaching – frequency of use

Statistically significant differences from the UK average were found in the frequency of use of Staff development, which was used less frequently than average (p<0.001). There were no differences in the remaining categories.

Figure 3.10.8 Learning and teaching – satisfaction with support received

19

12

18

21

15

18

6

13

16

4

3

3

5

4

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of techology

Very satisfied Satisfied Neither

6

4

6

6

4

35

21

20

32

3

32

20

16

28

1

84

108

111

89

130

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Frequently Occasionally Rarely Not at all

40

21

21

39

7

29

17

18

23

3

4

6

3

3

1

11

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Very satisfied Satisfied Neither Dissatisfied Very dissatisfied

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JISC RSC CSS 2011 69 Wales

There were insufficient data for valid testing of support for Other learning and teaching. Apparent differences from the UK average were found not to be statistically significant in the remaining categories.

Figure 3.10.9 Advice on sustainable business and learning practices – frequency of use

Statistically significant differences from the UK average were found in the frequency of use of advice on e-safety, which was used less frequently than average (p<0.05). There were insufficient data for valid testing of Other sustainable business and learning practices. There were no differences in the remaining categories.

Figure 3.10.10 Advice on sustainable business and learning practices – satisfaction with support received

Apparent differences from the UK average were found not to be statistically significant for advice on Green computing. There were insufficient data for valid testing in the other categories.

3

6

2

16

21

16

2

26

18

23

111

109

113

136

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Frequently Occasionally Rarely Not at all

25

22

18

2

18

19

21

2

3

2

2 1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Very satisfied Satisfied Neither Dissatisfied Very dissatisfied

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JISC RSC CSS 2011 70 Wales

Figure 3.10.11 Employer engagement Frequency of use

Satisfaction with support received

Apparent differences from the UK average were found not to be statistically significant for either frequency of use or satisfaction with the support received.

Figure 3.10.12 Overall, how satisfied are you with the services and support provided by your local JISC RSC?

Apparent differences from the UK average were found not to be statistically significant.

Frequent, 4

Occasionally, 8

Rarely, 13

Not at all, 134

Very satisfied,

13

Satisfied, 8

Neither, 5

Very satisfied, 78

Satisfied, 51

Neither, 22

Very dis-satisfied, 2

Page 75: Jisc rsc css final report

JISC RSC CSS 2011 71 Scotland South & West

3.11 Scotland South and West

A total of 141 responses were received from customers of RSC Scotland South and West, representing a response rate of 28%.

Figure 3.11.1 What category of learning provider is it? Learning provider No of responses

FE College 110

Sixth Form College 0

Higher Education Institution 27

Work Based Learning 0

Adult & Community Learning 0

Independent Specialist College 2

Other 1

Multiple education sectors 1

Total 141

Figure 3.11.2 What does your role involve?

Role No of responses

Management and leadership 18

Curriculum and course management 11

Teaching 28

Learning resources 28

Learning support 17

Staff development 23

Network services 7

Estates & facilities management 0

Administration services 6

Other 3

Total 141

Figure 3.11.3 Please indicate how often, over the last year, you have used the following support and communication methods provided by the JISC RSC:

6

9

24

92

20

12

1

37

51

51

25

44

29

19

43

44

28

10

31

26

44

45

31

32

9

38

64

68

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Frequently Occasionally Rarely Not at all

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JISC RSC CSS 2011 72 Scotland South & West

Statistically significant differences from the UK average were found in the frequency of use of Bespoke training, which was used more frequently than the UK average (p<0.01). There were no differences in the remaining methods.

Figure 3.11.4 For those support and communication methods you have used, please indicate your level of satisfaction with what was provided:

Apparent differences from the UK average were found not to be statistically significant.

Figure 3.11.5 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – frequency of use

Apparent differences from the UK average were found not to be statistically significant.

59

67

52

69

44

40

40

25

34

43

46

34

18

18

6

5

9

10

11

5

9

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Very satisfied Satisfied Neither Dissatisfied

3

1

5

8

7

13

8

16

15

5

18

17

19

15

6

79

85

75

76

76

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of technology

Frequently Occasionally Rarely Not at all

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JISC RSC CSS 2011 73 Scotland South & West

Figure 3.11.6 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – satisfaction with support received

There were insufficient data for valid testing of potential differences from the UK average in any category.

Figure 3.11.7 Learning and teaching – frequency of use

Statistically significant differences from the UK average were found in the frequency of use of support for Assessment, which was used more frequently than average (p<0.05). There were insufficient data for valid testing of Other learning and teaching. There were no differences in the remaining categories.

Figure 3.11.8 Learning and teaching – satisfaction with support received

17

8

19

20

13

16

14

15

13

7

1

2

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of techology

Very satisfied Satisfied Neither

14

5

7

11

4

26

23

26

40

3

24

22

20

30

4

50

60

56

32

66

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Frequently Occasionally Rarely Not at all

38

29

28

44

8

23

14

22

27

3

5

7

4

5

1

2

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Very satisfied Satisfied Neither Dissatisfied Very dissatisfied

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JISC RSC CSS 2011 74 Scotland South & West

There were insufficient data for valid testing of support for Other learning and teaching. Apparent differences from the UK average were found not to be statistically significant in the remaining categories.

Figure 3.11.9 Advice on sustainable business and learning practices – frequency of use

Statistically significant differences from the UK average were found in the frequency of use of advice on Inclusivity, which was used more frequently than average (p<0.01). There were insufficient data for valid testing of Other sustainable business and learning practices. There were no differences in the remaining categories.

Figure 3.11.10 Advice on sustainable business and learning practices – satisfaction with support received

There were no statistically significant differences from the UK average for advice on Inclusivity; or Green computing. There were insufficient data for valid testing in the other categories.

8

3

3

28

19

12

2

16

16

13

1

59

71

80

77

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Frequently Occasionally Rarely Not at all

31

17

14

4

19

18

13

2

4

3

4

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Very satisfied Satisfied Neither Dissatisfied Very dissatisfied

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JISC RSC CSS 2011 75 Scotland South & West

Figure 3.11.11 Employer engagement Frequency of use

Satisfaction with support received

Apparent differences from the UK average were found not to be statistically significant for either frequency of use or satisfaction with the support received.

Figure 3.11.12 Overall, how satisfied are you with the services and support provided by your local JISC RSC?

Apparent differences from the UK average were found not to be statistically significant.

Occasionally, 15

Rarely, 14

Not at all, 84

Very satisfied,

10

Satisfied, 12

Neither, 5

Very satisfied, 66

Satisfied, 36

Neither, 9

Very dissatisfied, 2

Page 80: Jisc rsc css final report

JISC RSC CSS 2011 76 Scotland North & East

3.12 Scotland North and East

A total of 161 responses were received from customers of RSC Scotland North and East, representing a response rate of 8%.

Figure 3.12.1 What category of learning provider is it? Learning provider No of responses

FE College 111

Sixth Form College 0

Higher Education Institution 33

Work Based Learning 1

Adult & Community Learning 0

Independent Specialist College 2

Other 2

Multiple education sectors 12

Total 161

Figure 3.12.2 What does your role involve?

Role No of responses

Management and leadership 12

Curriculum and course management 8

Teaching 48

Learning resources 34

Learning support 19

Staff development 24

Network services 5

Estates & facilities management 0

Administration services 10

Other 1

Total 161

Figure 3.12.3 Please indicate how often, over the last year, you have used the following support and communication methods provided by the JISC RSC:

11

16

29

115

24

7

5

25

40

34

23

38

21

15

38

53

29

7

28

30

39

75

46

55

14

57

91

93

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Frequently Occasionally Rarely Not at all

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JISC RSC CSS 2011 77 Scotland North & East

Statistically significant differences from the UK average were found in the frequency of use of Consultations & visits by RSC staff; e-communications; Telephone communication (all p<0.05); Face-to-face events & meetings (p<0.01); and Forums & networks (p<0.001). E-communications were used more frequently than average; the remaining methods were used less frequently. There were no differences for Online events and support; or Bespoke training.

Figure 3.12.4 For those support and communication methods you have used, please indicate your level of satisfaction with what was provided:

Statistically significant differences from the UK average were found in satisfaction with e-communications (p<0.01). Users were more satisfied with this method than the UK average. There were no differences in the remaining methods.

Figure 3.12.5 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – frequency of use

Statistically significant differences from the UK average were found in the frequency of use of advice on Procurement; E-progress review (both p<0.01); Business processes; and Shared services (both p<0.001). All were used less frequently than average. There was no difference for Other use of technology.

51

61

50

94

44

35

34

24

41

33

39

30

15

18

4

4

12

10

10

6

5

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Very satisfied Satisfied Neither Dissatisfied

1

2

1

9

6

6

5

10

11

4

15

11

13

12

7

107

112

105

99

102

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of technology

Frequently Occasionally Rarely Not at all

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JISC RSC CSS 2011 78 Scotland North & East

Figure 3.12.6 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – satisfaction with support received

There were insufficient data for valid testing of potential differences from the UK average.

Figure 3.12.7 Learning and teaching – frequency of use

Statistically significant differences from the UK average were found in the frequency of use of support for Classroom, distance and mobile learning; Content Management; Staff Development (all p<0.01); and Assessment (p<0.001). In each case, more respondents than average used these 'frequently', and more also reported using them 'not at all'. There was no difference in the frequency of use of support for Other learning and teaching.

Figure 3.12.8 Learning and teaching – satisfaction with support received

8

7

8

15

12

11

9

13

14

5

2

3

4

2

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of techology

Very satisfied Satisfied Neither

18

10

14

18

9

16

13

11

21

2

22

12

14

39

6

75

93

87

55

91

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Frequently Occasionally Rarely Not at all

34

22

22

39

11

17

11

14

33

3

6

4

5

5

3

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Very satisfied Satisfied Neither Dissatisfied Very dissatisfied

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JISC RSC CSS 2011 79 Scotland North & East

There were no statistically significant differences from the UK average in satisfaction with the support received for Classroom, distance and mobile learning; Assessment; or Staff development. There were insufficient data for valid testing in the other methods.

Figure 3.12.9 Advice on sustainable business and learning practices – frequency of use

Statistically significant differences from the UK average were found in the frequency of use of advice on e-safety, which was used less than average (p<0.001). There were insufficient data for valid testing of Other sustainable business and learning practices. There were no differences in the remaining categories.

Figure 3.12.10 Advice on sustainable business and learning practices – satisfaction with support received

There were insufficient data for valid testing of potential differences from the UK average.

9

5

2

2

16

12

6

1

15

12

15

2

91

100

104

103

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Frequently Occasionally Rarely Not at all

25

16

11

4

13

12

8

2

2

1

4

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Very satisfied Satisfied Neither

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Figure 3.12.11 Employer engagement Frequency of use

Satisfaction with support received

Apparent differences from the UK average in frequency of use of advice on Employer engagement were found not to be statistically significant. There were insufficient data for valid testing of potential differences in satisfaction with support received from the UK average.

Figure 3.12.12 Overall, how satisfied are you with the services and support provided by your local JISC RSC?

Apparent differences from the UK average were found not to be statistically significant.

Frequent, 1

Occasionally, 7

Rarely, 8

Not at all, 115

Very satisfied,

6

Satisfied, 7

Neither, 3

Very satisfied,

62

Satisfied, 41

Neither, 19

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JISC RSC CSS 2011 81 Northern Ireland

3.13 Northern Ireland

A total of 22 responses were received from customers of RSC Northern Ireland, representing a response rate of 18%.

Figure 3.13.1 What category of learning provider is it? Learning provider No of responses

FE College 19

Sixth Form College 0

Higher Education Institution 1

Work Based Learning 0

Adult & Community Learning 0

Independent Specialist College 0

Other 0

Multiple education sectors 2

Total 22

Figure 3.13.2 What does your role involve?

Role No of responses

Management and leadership 3

Curriculum and course management 2

Teaching 3

Learning resources 4

Learning support 1

Staff development 3

Network services 5

Estates & facilities management 0

Administration services 1

Other 0

Total 22

Figure 3.13.3 Please indicate how often, over the last year, you have used the following support and communication methods provided by the JISC RSC:

4

4

7

16

8

7

4

11

13

12

5

9

6

4

5

4

3

1

1

5

9

1

1

4

4

4

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Frequently Occasionally Rarely Not at all

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Statistically significant differences from the UK average were found in the frequency of use of Face-to-face events & meetings; Forums & networks; Online events and support; Telephone communication (all p<0.01); and Consultations & visits by RSC staff (p<0.001). All were used more frequently than the UK average. There were insufficient data for valid testing of e-communications; or Bespoke training.

Figure 3.13.4 For those support and communication methods you have used, please indicate your level of satisfaction with what was provided:

There were insufficient data for valid testing of potential differences from the UK average for any method.

Figure 3.13.5 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – frequency of use

There were insufficient data for valid testing of potential differences from the UK average in any category.

17

17

14

11

8

12

12

3

3

7

10

9

5

4

1

1

1

1

1

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Consultations & visits by RSC staff

Face-to-face events & meetings

Forums & networks

e-communications

Online events and support

Telephone communication

Bespoke training

Very satisfied Satisfied Neither

1

4

6

1

7

2

6

4

1

4

5

5

3

1

8

11

4

6

7

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of technology

Frequently Occasionally Rarely Not at all

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Figure 3.13.6 Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness – satisfaction with support received

There were insufficient data for valid testing of potential differences from the UK average in any category.

Figure 3.13.7 Learning and teaching – frequency of use

Statistically significant differences from the UK average were found in the frequency of use of support for Staff development, which was used more often than average (p<0.05). There were insufficient data for valid testing in the other categories.

Figure 3.13.8 Learning and teaching – satisfaction with support received

5

6

9

10

5

5

3

4

3

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Business Processes

Procurement

Shared Services

E-progress review

Other use of techology

Very satisfied Satisfied

3

2

2

6

1

7

6

5

6

1

3

2

3

2

1

3

7

6

3

4

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Frequently Occasionally Rarely Not at all

8

9

7

11

5

4

3

4

3

1

2

1

1

2

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Classroom, distance and mobile learning

Content Management

Assessment

Staff Development

Other learning & teaching

Very satisfied Satisfied Neither

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There were insufficient data for valid testing of potential differences from the UK average in any category.

Figure 3.13.9 Advice on sustainable business and learning practices – frequency of use

There were insufficient data for valid testing of potential differences from the UK average in any category.

Figure 3.13.10 Advice on sustainable business and learning practices – satisfaction with support received

There were insufficient data for valid testing of potential differences from the UK average in any category.

1

1

5

3

6

2

3

3

3

9

11

9

10

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Frequently Occasionally Rarely Not at all

6

6

7

3

1

1

1

1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Inclusivity

e-Safety

Green computing

Other sustainability

Very satisfied Satisfied Neither

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Figure 3.13.11 Employer engagement Frequency of use

Satisfaction with support received

There were insufficient data for valid testing of potential differences from the UK average for either frequency of use or satisfaction with the support received.

Figure 3.13.12 Overall, how satisfied are you with the services and support provided by your local JISC RSC?

There were insufficient data for valid testing of potential differences from the UK average.

Frequent, 3

Occasionally, 4

Rarely, 1

Not at all, 10

Very satisfied,

5

Satisfied, 3

Very satisfied, 15

Satisfied, 2

Dissatisfied, 1

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JISC RSC CSS 2011 86 Summary

4 Summary A total of 1,654 responses were received to the survey. Response rates overall are estimated at 13%. This varied from 7% for RSC Northern to 33% for RSC North West.

More than half of all responses were from FE colleges, with just over 10% each from HEIs and Work-based learning.

23% of respondents were in management and leadership roles, 20% in learning resources, 16% in teaching, and 10% in staff development roles.

Overall satisfaction was high, with 50% of customers being 'very satisfied' and 37% 'satisfied' with the services they receive. Only four respondents were 'dissatisfied', and nine 'very dissatisfied' overall with the services and support provided.

There were clear associations throughout between satisfaction levels and frequency of use, with more frequent users tending to be more satisfied with the services and support they received.

4.1 Support and communication methods

E-communications are the most frequently used method for support and communication; just 7% of customers do not use this. Bespoke training is the least used - overall two-thirds of customers have not used this at all.

Use of the various methods of communication varies by type of learning provider. FE and independent specialist colleges make more use of consultations and visits than other types of learning provider. 'Other' learning providers and HEIs make less use of face-to-face events and meetings and telephone communication, but more use of online events and support.

Use of the various methods of communication varies by role of respondent. The detail is complex, but in broad terms, those in teaching roles communicate less frequently with their RSC by any method, while those in staff development, learning resources and management and leadership roles tend to communicate more frequently with their RSC using a variety of methods.

4.2 Key areas of JISC support

Strategic advice on the use of technology to help increase organisational efficiencies and effectiveness in the four topic areas of E-progress review, Shared services, Procurement and Business processes was used by between 25% and 35% of customers.

Almost 60% of customers use support for Staff development, and half for Classroom, distance and mobile learning. Support for Assessment and Content management were each used by around one third of customers.

Customers in FE colleges, Adult & community based learning, and Independent specialist colleges were more likely to use support for staff development than those in other types of learning provider.

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Not surprisingly, those in staff development roles were more likely to use support for Staff development. Together with those in management and leadership roles, they were also more likely to use support for Classroom, distance and mobile learning than others.

In the area of sustainable business and leaning practices, 40% used advice on e-safety, one third on Inclusivity, and one quarter used advice on Green computing.

Customers in HEIs and 'other' types of learning provider were least likely to use advice on e-safety.

Employer engagement was the topic least used overall, with less than one in five customers using advice in this area.

4.3 Value of JISC support

The majority of customers clearly value the service, with just six percent of respondents indicating that, for them, the value was limited. Valuable aspects of the service which were mentioned repeatedly include keeping up-to-date with developments, providing support not available elsewhere, and providing training and networking opportunities.

Topics where future support was thought necessary by relatively large numbers of respondents included staff development, e-learning, VLEs, and strategic planning. Almost one in ten respondents did not mention anything specific, but wanted services to continue much as at present.

4.4 Regional results

There were extensive differences in both frequency of use and satisfaction levels between the regions. As users can (and do) use more than one RSC, the regional analysis compared each region to the UK average. Both London and Yorkshire and Humber had below average levels of overall customer satisfaction. No region scored significantly above average on this measure.

Customers of RSC South West used Consultations and visits by RSC staff less frequently than average, but used Online events and support, and Telephone communication more frequently. They sought advice on Business processes, Procurement and E-progress review more frequently than average. They also sought support for Content management and Assessment, and advice on e-Safety, more frequently than average.

Customers of RSC South East used Consultations and visits by RSC staff, and Online events and support, more frequently than average. They were less satisfied than average with the Consultations and visits by RSC staff received, however, and also less satisfied than average with Telephone communications. They were more satisfied than average with the support received for Employer engagement.

Customers of RSC London use Online events and support less frequently than average, and are less satisfied than average with these, and with e-communications. They use advice on E-progress review more frequently than average, but advice on inclusivity less frequently.

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Customers of RSC Eastern are more likely to use advice on Business processes than the UK average.

Customers of RSC East Midlands are less likely to be satisfied with the Bespoke training received than average. They use support for Classroom, distance and mobile learning less frequently than average, and are less satisfied than average with the advice received on Inclusivity, e-safety, and Green computing.

Customers of RSC West Midlands use Face-to-face events and meetings less frequently than average, and are less satisfied with the Forums and networks, and Online events and support than average.

Customers of RSC Yorkshire and Humber use Consultations and visits by RSC staff, e-communications, Online events and support, and Telephone communication less frequently than average, and are less satisfied than average with e-communications and Bespoke training. They are less likely to have used advice on Business processes, E-progress review, or Other use of technology, and less satisfied with the advice received on Shared services. They use support for Content management and Assessment less frequently than average, and also seek advice on Green computing less frequently than average.

Customers of RSC North West use Consultations and visits by RSC staff, Face-to-face events and meetings, Online events and support, Telephone communications and Bespoke training more frequently than average. They are more satisfied than average with Forums and networks, e-communications, and Online events and support. They use a number of services more frequently than the UK average – advice on Business Processes, Procurement, Shared services and E-progress review; support for Classroom, distance and mobile learning, Content management, Assessment, and Staff development; and advice on Inclusivity and e-safety; and on Employer engagement. They are also more satisfied than average with some of these services – support for Content management, Assessment and Staff development, and advice on e-safety.

Customers of RSC Northern use Face-to-face events and meetings, and Telephone communication, more frequently than average. They seek advice on e-safety more frequently than average, and are more satisfied than the UK average with the advice they receive on this topic.

Customers of RSC Wales use consultations and visits by RSC staff less frequently than the UK average. They are more satisfied than average with the Bespoke training received. They seek advice on Procurement, Shared services and E-progress review les frequently than average, and also use support for Staff development, and advice on e-safety less frequently.

Customers of RSC Scotland South and West use Bespoke training more frequently than the UK average. They seek support on Assessment, and advice on Inclusivity more frequently than average.

Customers of RSC Scotland North and East use Consultations and visits by RSC staff, Face-to-face events and meetings, Forums and networks, and Telephone communications less frequently than average, but e-communications more frequently. They are also more satisfied than average with e-communications. They use advice on Business processes, Procurement,

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Shared services and E-progress review less frequently than the UK average. Support for Classroom, mobile and distance learning, Content management, Assessment and Staff development, is used 'frequently' by more respondents than the UK average, but is also not used at all by more respondents than the UK average. Advice on e-safety is used less than average.

Customers of RSC Northern Ireland use Consultations and visits by RSC staff, Face-to-face events and meetings, Forums and networks, Online events and support, and Telephone communications more frequently than the UK average. They also seek support for Staff development more frequently than average.