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Information Services - Plans and Performance



Our aim is to improve the services we provide to all our customers and so we consult, plan our activities, then monitor our performance.

 

We want to provide you with the best possible service.

 

We are always very interested in hearing your views:

 

Our Vision


Information Services aims to assist all forms of learning by providing access to information. Our service is primarily for students, staff and researchers of the University. However, we also provide resources to other Higher Education institutions and partnership bodies. Members of the public can also benefit from our extensive library collections.

 

Our Service Standards

 

Information Services IT and Library Standards 2017/18 

Information Services IT and Library Standards 2016/17

Information Services IT and Library Standards 2015/16

Information Services IT and Library Standards 2014/15

Library Service Standards 2013/14

IT Service Standards 2013/14

 

The National Student Survey


In the 2018 National Student Survey (NSS), Edinburgh Napier University scored:

  • The best in Scotland and joint fourth in the UK for satisfaction with our IT resources - 89%
  • The second in Scotland for satisfaction with library resources - 91%


See further National Student Survey (NSS) results at Unistats or the Higher Education Council for England​ (HEFCE).

 

The Postgraduate Taught Experience Survey


In the 2018 Postgraduate Taught Experience Survey we scored 80% for the question "There is adequate provision of computing resources and facilities"  - an increase of 5% since 2015.

 

For the question "There is adequate provision of library facilities"  we scored 84% - an increase of 2% since 2017 and 10% since 2015.

 

Our Customer Feedback  

 

In 2017 we changed our focus from exit surveys to a paper-based survey at our Library Help Desks.  This was to enable us to test the quality and timeliness of our service.

Information Services Customer Feedback: 2018

Information Services Customer Feedback: 2017

Information Services Customer Feedback: 2016

Information Services Customer Feedback: 2015

Information Services Customer Feedback: 2014

Information Services Customer Feedback: 2013

Information Services Customer Feedback: 2012

 

Our Service Availability 2018

 

Overall

99.77%

Agresso

99.93%

Websites

99.79%

HR Connect

99.52%

Moodle

99.84%

Edinburgh College Moodle

99.93%

Student Records

99.59%

 

Our Facts & Figures

 

Check out some of the Information Services facts & figures for 2017-18:   

Facts and Figures image

A PDF version of the image can be found here: Facts & Figures 2017-18

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CSE LogoCustomer Service Excellence (CSE)

 

We proudly remain the first converged IT and Library service within Scotland to achieve the Customer Service Excellence award. 

Find out more about CSE within Information Services