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    TechQual+ Survey at UCL

    By Moira Wright, on 13 October 2017

    In early 2016, ISD (Information Services Division) carried out the first Staff and Student IT Survey using TechQual+. Over 1,000 of you completed the survey, and over the past 16 months we have been working hard to improve our services in response to your comments.

    Below are just a few examples of changes that have been made as a result of the feedback received from the TechQual+ survey run in 2016:

    Wi-Fi                        Three speech bubbles

    A substantial investment in replacing and upgrading our Wi-Fi technology infrastructure

    Service Desk

    We’ve invested in staffing, tools and training to speed up response times and improve quality.

    We’ve partnered with an external organisation and altered shift patterns to provide additional out of hours’ support.

    Printing                 

    We’ve rolled out 170+ additional printers over the past 18 months, targeting the busiest areas. This takes the current total to 660 printers. In areas of high usage, we’ve introduced new high capacity printers.

    Infrastructure

    We have invested in storage and now all staff and students can store 100GB for free.

    Computers

    We are continuing to invest in additional cluster PCs, and loan laptops where there isn’t space for desktops. We added a further 550 desktops and 60 laptops by September 2017.
    We operate one of the largest laptop loan services across UK universities – 266 laptops across 12 locations – and this year a further 60 laptops were added.

    Training

    We delivered 221 courses last academic year, that’s nearly 1000 hours of training with about 3000 people attending.  We are working hard to publicise the courses we offer.

    Audio Visual

    In 2016 ISD invested £2.5m into improving the technology in teaching facilities. Approximately 70 centrally bookable spaces had their facilities updated; this included bringing 43 spaces in 20 Bedford Way up to the standard spec including installation of Lecturecast in approx. 30 spaces.  Lecturecast was also installed at 22 Gordon Street and Canary Wharf (3 spaces each).  We also refreshed the Lecturecast hardware in 12 rooms.


    Drawing of a tablet with 5 stars

    Based on the findings of focus groups at participating institutions, the TechQual+ project has articulated a set of generalised IT service outcomes that are expected of IT organizations by faculty, students, and staff within higher education. The TechQual+ core survey contains 13 items designed to measure the performance of the following three core commitments: 1) Connectivity and Access, 2)Technology and Collaboration Services, and 3) Support and Training.

    The TechQual+ survey will be run again at UCL in December 2017 and we’ll be asking for your help to advertise it to your students, encouraging them (and you!) to complete it. All respondents will be entered into a prize draw with a chance to win some great prizes!

    We’ll be providing more information and communications about the survey closer to the opening date.