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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 (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 ​​​


For 2018/19 we reviewed and updated the standards to make them more understandable and meaningful for our customers and in 2019/20 we introduced 3 new Library standards.


Our Service Standards results for 2018/19 can be found here:

Information Services IT and Library Standards Results 2018/19​


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

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 2019 National Student Survey (NSS), Information Services maintained an excellent score:

  • When asked whether “IT resources supported my learning”, 90% of students agreed, an increase of 1% from 2018.  
  • ​When asked whether “Library resoures supported my learning”, 91% of students agreed, remaining the same as 2018.  

Overall, we were 4th within the UK for IT resources and 17th within the UK for Library resources. 


The Postgraduate Taught Experience Survey

In the 2019 Postgraduate Taught Experience survey, for the second year in a row we are the most highly rated factor for Edinburgh Napier University:        
  • ​​When asked whether “The library resources and services are good enough for my needs”, 85% agreed, an increase of 4% from 2018
  • When asked whether“ I have been able to access general IT resources when I needed to” 88% agreed, an increase of 2% from 2018

Our Customer Feedback  


We regularly ask our customers for feedback. 


We run a Customer Feedback survey in October of each year and our overall aim is to achieve at least 97% overall satisfaction.  


Our Customer Feedback results for October 2019 can be found here: 

Information Services Customer Feedback: 2019​

Our survey results from previous years can be found below

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


Information Services’ Student Survey

Each year we run an Information Services (IS) Student Survey, where IS staff speak face to face with students on each of the 3 campuses to find out what they think of our services and what improvements we can make. 

In  March 2019 we surveyed 141 students, this included 114 undergraduate students, 24 postgraduate students and 2 Research students. 

Of the 134 students who answered the question “When you interact with IT / Library staff do you feel you are treated fairly?”, 97% agreed that they were treated fairly. 

When asked “What is your favourite thing about the IT and Library services?” 24 students specifically mentioned IS staff, for example:

  •  “The services they provide. Their immediate helping nature. Being an international students, feels really blessed to have such kind people around me to help me. Thanks a ton.”
  •  “Staff welcoming+ helpful”
  •  “The people!”
  •  “The really approachable staff at the help desk in SIH LRC”

When asked “What is the 1 thing you would like from the IT and Library services?” 46 students said that no change was needed and was fine as it is:

  •  “Everything is perfect”, 
  •  “Nothing, everything is good as it is”
  •   “Happy with everything opening hours great.”
  •   “Nothing. Am happy with everything. Thank you.”

Once the survey results were analysed we ran a “Results and Next Steps” session within with Information Services Staff where we identified potential areas of improvement, along with areas we can promote.  For example the student feedback indicated that students aren’t aware of UniDesk, our Service Management System and so plans are in place to look at rebranding this in the new year.  Also, a project has been initiated to look at improving the Group Study Room Booking system, again a need for improvement was highlighted in the feedback. 

Information Services’ 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 Novi 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 2019 4,213 new students worked through the IS Induction and 196 students completed the survey.   When asked “Do you have any further comments about the Introduction to Computer and Library Services?” we had some very positive feedback such as:

  • “It was very easy to follow, what I like about it as a new student it was hands on even though it was online.”
  • “This wealth of information is greatly needed and well received.  Thank you for helping us by making our lives easier when doing research for our assignments.” 
  • “The information was very thorough,.  It was very informative and easy to understand.”

Find out more about what we do with the Student Induction feedback​

Our Service Availability 2019








HR Connect




Edinburgh College Moodle


Student Records


Our Facts & Figures


Check out some of the Information Services facts & figures for 2019:   

Facts and Figures image

A PDF version of the image can be found here: Facts & Figures 2019


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