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​Information Services - Plans and Performance

Our aim is to continually 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 (IS) 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


The Information Services IT & Library Service Standards are measured and published on a yearly basis:

Information Services IT and ​Library Standards ​​​

Our Service Standard results from 2020/21 are below:

Information Services IT and Library Standards Results 2020/21​


Our Service Standards results for previous years can be found below:​​

Information Services IT and Library Standards Results 2019/20​

Information Services IT and Library Standards Results 2018/19​


The National Student Survey (NSS)

The NSS is a UK wide annual survey gathering final year university students’ opinions on the quality of their courses. It is the major means of ascertaining student satisfaction on a national level. Questions 18, 19 and 20 in this survey relate specifically to the quality of IT, Library and resource provision.

  • Question 18: The IT resources and facilities provided have supported my learning well.
  • Question 19:  The library resources (e.g. books, online services and learning spaces) have supported my learning well.
  • Question 20: I have been able to access course-specific resources (e.g. equipment, facilities, software, collections) when I needed to.

​NSS results:  Edinburgh Napier – 2020 and 2021

In 2020 we had some excellent results:
  • Q18 90%
  • Q19 93%
  • Q20 92%

In 2021, unsurprisingly in the light of the continuing pandemic, results across the whole sector dropped considerably. However, this drop was consistent across all institutions, and we once again achieved an outstanding set of results, as follows (figures rounded up):
  • Q18 – 83% - sector average 72% - 2nd highest result in Scotland, 5th in the UK
  • Q19 – 86% - sector average 76% - 1st highest result in Scotland, 5th in the UK
  • Q20 – 84% - sector average 73% - 9th in the UK

The Postgraduate Taught Experience Survey - 2021

The Postgraduate Taught Experience Survey (PTES) is an annual survey run in conjunction with Advance HE.  Participation is optional and each institution taking part in the survey administers the survey internally.  

The survey was not run in 2020 due to Covid, in 2021 the IS related results were as follows:
  • There is appropriate access to physical library resources and facilities:  71%
  • There is appropriate access to online library resources:  86%
  • There is appropriate access to IT resources and facilities when I am on-campus:  73%
  • The support for using IT and accessing resources meets my needs (for example, support with accessing online journals and e-books, using digital learning tools/apps):  80%

Our Customer Feedback  


We regularly ask our customers for feedback. 

We measure transactional feedback online using our Customer Thermometer survey tool.  We contact customers by email once we  resolve their request. Our overall aim is to achieve at least 90% overall satisfaction.  

​In 2021 our customers reported a 92.6% Happiness Factor:

Customer Thermometer image Customer Thermometer image

Information Services teams received an average feedback score 4.71 out of 5 (94 % satisfaction) in our UniDesk Service Management system (802 responds) in the academic year 2020/21. 

Our Service Level Agreement on UniDesk can be found here:  UniDesk Service Level Agreement​


Information Services’ Student Survey and Focus Groups

In response to the Covid pandemic all departments have been requested to reduce number of communications that go to our students to focus on wellbeing, as such we have suspended the IS Student Survey and instead include questions related to IT and Library in University and external surveys. 

We consult and involve key stakeholders such as the student body, professional services and academics in the development of new IT and Library services. 

Feedback from Focus Groups forms a key part of consultation, for example the redevelopment of the new student intranet (My Napier) pages​, which went live in January 2021. The most common tasks carried out by students are now at the forefront of My Napier, the interface has been simplified and is responsive - these enhancements were all made in response to the feedback gathered.  

Information Services’ New Student Induction Survey

All new students are requested to work through an “Introduction to Computer and Library Services” Moodle module (also known as the IS Induction) as part of their Matriculation process.    After students have worked through the IS Induction Moodle module (for each of the September and January intakes) they are invited to complete a survey which provides us with a wealth of valuable feedback – it tells us what students found helpful, but also what could be improved upon. 

In September 2021, 5,932  new students worked through the IS Induction and a total of 209 students completed the survey. 

  • ​When asked “How would you rate your online Induction to Computing and Library experience as a whole?”, 113 students replied “very good” and 92 “good”.
  • When asked “Has the online presentation given you the computing information you need to access your online services?” 207 replied “Yes”. 
  • When asked “Has the online presentation given you the library information you need to find your reading list books?” 204 replied “Yes”.

We received a lot of positive comments, for example:

  • “As a new student i found this introduction extremely helpful.”
  • “Really helpful for a mature student like myself who does interact with technology daily but is entering a whole new world”
  • “As an overseas student it gives me a lot of information and all the doubts are cleared. This services are excellent.”
  • “This was very well done, very informative and I clicked through most of the links and they worked the first time. Thanks so much!”

Our Service Availability 2021








HR Connect




Edinburgh College Moodle


Student Records


Our Summary of 2021


Here you'll find, in no particular order, just some of the fantastic work achieved by IS in 2021:

IS: Looking back on 2021

You'll find details of some of our previous successes on IS Scoops. ​


CSE LogoCustomer Service Excellence (CSE)


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

Find out more about CSE within Information Services