Jisc rsc css final report

JISC RSCCustomer Satisfaction Survey2011Claire CreaserReport commissioned by JISC Advance25 May 2011

ContentsExecutive summary .................................................................................................................... ii1 Introduction ...................................................................................................................1 1.1 Background .............................................................................................................. 1 1.2 Methodology ............................................................................................................. 1 1.2.1 Data cleaning ....................................................................................................... 2 1.3 Demographics of respondents .................................................................................. 22 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 ....................................................................................... 183 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 ..................................................................................................... 814 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...................................................................................................... 87Appendices1 Calculation of weights for whole UK estimates2 Text responses3 Other categories of support noted4 Copy of questionnaireJISC RSC CSS 2011 i Contents

Executive summaryThe survey was administered online over three weeks during March 2011. Invitations tocomplete the survey were distributed by RSCs to all those on their mailing lists – approximately13,000 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 Managementand leadership (23%); Learning resources (20%); and Teaching (16%).Overall, the response was very positive, with high levels of satisfaction and positive commentson the services provided. Higher levels of satisfaction were associated with increased frequencyof use throughout.Fifty percent of customers were very satisfied, and 37% satisfied, with the overall level ofservices provided. 12% of customers were neither satisfied nor dissatisfied. Many of thesecommented 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 methodsE-communication was the most used, with 93% of customers having used this; 63% doing sofrequently. Around 80% of customers had communicated via each of face-to-face events andmeetings; and Forums and networks. Around 60% had taken part in each of Consultations andvisits by RSC staff; and Online events and support. Half of all customers had used Telephonecommunication; and around one third had received Bespoke training.The greatest satisfaction was with Face-to-face events and meetings - 95% were satisfied orvery satisfied. Satisfaction with all means of communication was high, however, with more than90% 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 withBespoke training.Topic areasSupport for Staff development was the most frequently used topic area, used by 59% ofcustomers. Support for Classroom, distance and mobile learning was next, used by 50% ofcustomers. Around one third of customers each had used support or advice on Businessprocesses; 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% ofcustomers.The highest levels of satisfaction were with support for Staff development , where 92% ofcustomers 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. Satisfactionlevels of between 90% and 85% of customers being satisfied or very satisfied were recorded forsupport and advice on e-safety; e-progress review; Inclusivity; Business processes;JISC RSC CSS 2011 ii Executive summary

Assessment; Content management; Shared services; and Procurement. Satisfaction withadvice on Green computing was slightly lower, with 81% of customers who had used this beingsatisfied or very satisfied. The lowest satisfaction rating was for support for Employerengagement, with 78% of customers satisfied or very satisfied.Value of RSC supportStaff development was the topic area most used at present, and most often mentioned forfurther support in the future. Other topics which received multiple mentions regarding futuresupport included e-learning; VLEs; and strategic planning. Almost one in ten customers wantedfuture support to continue as at present.No clear gaps in provision were identified, although promoting awareness amongst customersof the range of services provided may be desirable.RSCs are clearly valued by their customers, with three key areas recurring in the commentsreceived: • 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 thereasons for being very satisfied with the service shows.JISC RSC CSS 2011 iii Executive summary

1 Introduction1.1 BackgroundThe JISC Regional Support Centres (RSCs) are one of eight services under the umbrella ofJISC Advance 1., which is a not for profit company financed by grants from the UK fundingcouncils for Further and Higher Education and the Skills sector.There are 13 locally managed RSCs located across the UK, providing a unique national networkof expertise that is responsive to local needs on the implementation and effective use oftechnology. In the context of government and funding priorities, they support leaders inundertaking strategic development and provide information, advice and guidance to the widerorganisation on the use of technologies.The RSCs have a specific responsibility for Further Education (FE) and Skills, as well as someHigher Education (HE), although the regions support different sectors – the nine English regionssupport 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 Learningthrough FE routes. The position in Wales is even broader, while in Scotland and NorthernIreland support is for FE colleges and some HE.JISC traditionally conducted an annual Customer Satisfaction Survey (CSS) on the work of theRSCs, 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 forwardplanning processes. In 2010, there was no formal survey, and an impact report marking tenyears of the RSCs was published 2, drawing on learning provider experiences.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 theDepartment of Information Science at Loughborough University, was commissioned to collectand analyse the data.1.2 MethodologyThe survey questions were developed by JISC Advance, in consultation with LISU staff, andcovered a selection of established service areas together with some more recently introducedtopics. It was administered as an online survey, in four sections. Email invitations to completethe survey were distributed by each RSC to their lists of contacts; these were followed up bytwo reminders, and an extension to the initial deadline, of one week. A prize draw for £100 inAmazon vouchers for respondents in each region was used as an incentive to completion. Thesurvey was live for a total of three weeks during March 2011. A copy of the questionnaire usedis provided as Appendix 4.It is important to note that the methodology for selecting potential respondents was considerablybroader than that used in previous surveys. For the first time, all RSC contacts in learningproviders were invited to contribute, whether their relationship constituted a single attendance at1 http://www.jiscadvance.ac.uk/2 Available at http://www.jisc.ac.uk/rscJISC RSC CSS 2011 1 UK summary

an RSC event / forum, or regular key staff contacts with responsibilities for technology. Thisresulted in a three-fold increase in the number of potential respondents, and a much broaderbase of the types and roles of individuals responding to the survey. This has implications inmany areas of the analysis, and in particular means that results cannot be directly comparedwith those of any previous CSS, even where questions are the same. In the course of theanalysis, it also became apparent that RSCs had not used the same criteria to compile theirmailing lists. In some cases, these were very wide-ranging, while others had been moreselective, with further implications for the interpretation of the results.The analysis has been carried out using PASW and Excel software. Data have been weightedby region to provide estimates for the UK as a whole; details are given in Appendix 1.1.2.1 Data cleaningThe software utilised allows downloading of all responses, including those which areincomplete. Respondents exiting before question 6 in the survey were omitted fromconsideration, giving 1,667 possible responses. Extensive checking was carried out to eliminateduplicate respondents, checking names, emails, and institutions. Only 13 such records werefound, 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 thesurvey, information from the RSCs suggests that this was almost 13,000, giving a response rateoverall of 12.7%. While this is significantly lower than in previous CSS, the methodology forselecting 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 ofthose respondents ticking other described joint FE/HE provision, so an additional category oflearning provider was coded, comprising those offering both HE and FE support.Regions were allocated according to the geographic location of the small number ofrespondents 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 wasable to allocate a substantial number of these to one of the listed categories. Further details areprovided below. Several respondents noted having more than one role, and an additional optionto cover this could be included in any future surveys, or respondents allowed to tick more thanone option.1.3 Demographics of respondentsA total of 1,654 useable responses were received to the survey. The figures in this section havenot been weighted by region.JISC RSC CSS 2011 2 UK summary

Figure 1.3.1 Category of learning provider Independent Multiple Specialist education College, 47 Other, 30 sectors, 45 Adult & Community Learning, 134 Work Based FE College, 894 Learning, 188 Higher Education Institution, 184 Sixth Form College, 132Number of responses: 1,654Multiple education sectors was extracted from the other category, and includes respondentswho noted their learning provider covered both HE and FE. The remaining other learningproviders include, for example, respondents who did not understand the question, someproviding both ACL and WBL, local authorities, and apprenticeship providers.Figure 1.3.2 RSCs from which support received 250 35% 30% 200 25% 150 20% 100 15% 10% No of responses 50 Response rate (%) 5% 93 148 81 58 170 181 144 225 120 186 141 153 22 21 0 0%JISC RSC CSS 2011 3 UK summary

A total of 89 respondents noted receiving support from more than one RSC, of which fivenamed three different centres. The regions most affected were the two Scottish regions, with 38respondents using both, and the two Midland regions, with 15 respondents using both. Ninerespondents used both London and the South East; no other pair of regions had more than fourusers 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 theNorthern region to 33% in the North West. As noted above, at least some of this variation maybe owing to the breadth of the mailing lists used in different regions. A selective mailing list canprovide a high response rate from a relatively small number of respondents, whereas a broadermailing list may give a larger total number of respondents, but a low response rate. It may alsoaffect 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 regionalresponse rates, the analysis described in Section 2 of this report, giving overall results for theUK as a whole, has been weighted to reflect the regional distribution of invitations to completethe survey. Details of how the weights were calculated are given in Appendix 1.Figure 1.3.3 Respondents roles Administration Other, 162 services, 71 Management and Estates/ facilities leadership, 373 management, 6 Network services, 119 Curriculum and Staff course development, management, 108 106 Learning support, 124 Teaching, 255 Learning resources, 330Number of responses: 1,654The numbers shown in Figure 1.3.3 are as entered by respondents – i.e. before the recoding ofother roles. These other roles were diverse, many combining two or more of the givencategories, for example:o Administering VLE, ILT support and trng for tutors and support for learnerso Innovation, development and sustainability of Moodle services across FE, WBL and Community Learningo Learning Technology - bit of all of the aboveDetails of these other roles were sent to JISC Advance, who were able to allocate all but 25 ofthem to the pre-coded categories. As only six respondents were in roles providing estates /JISC RSC CSS 2011 4 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 Estates/ facilities Administration Other, 25 management, 6 services, 84 Network services, Management and 134 leadership, 386 Staff development, 170 Curriculum and course Learning support, management, 130 116 Teaching, 268 Learning resources, 335Number of responses: 1,654JISC RSC CSS 2011 5 UK summary

2 Overall resultsThis section provides summaries and analysis of the data for UK as a whole, weighted byregion. Although over 1,600 responses were received overall, the extent of the detail anddistribution of responses in individual questions has meant that formal comparisons ofresponses between the different categories of learning provider and respondent roles havebeen limited. Statistically significant differences (at the 1% level) have been reported wheretests could be carried out; analyses of those questions for which valid tests could not be carriedout have been omitted from the report.2.1 RSC support & communication methodsFigure 2.1.1 Please indicate how often, over the last year, you have used thefollowing support and communication methods provided by the JISC RSC: Consultations & visits by RSC staff 6% 21% 32% 41% Face-to-face events & meetings 11% 34% 34% 21% Forums & networks 20% 35% 22% 23% e-communications 63% 21% 9% 7% Online events and support 14% 24% 25% 37% Telephone communication 8% 20% 23% 50% Bespoke training 9% 23% 66% 2% 0% 20% 40% 60% 80% 100% Frequently Occasionally Rarely Not at allNumber of responses: between 1,562 and 1,619Figure 2.1.2 For those support and communication methods you have used,please indicate your level of satisfaction with what was provided: Consultations & visits by RSC staff 59% 35% 6% Face-to-face events & meetings 57% 38% 4% Forums & networks 50% 41% 8% e-communications 49% 42% 8% Online events and support 41% 44% 15% Telephone communication 56% 33% 10% Bespoke training 50% 37% 12% 0% 20% 40% 60% 80% 100% Very satisfied Satisfied Neither Dissatisfied Very dissatisfiedNumber of responses: between 539 and 1,491JISC RSC CSS 2011 6 UK summary

Less than 1% of respondents were dissatisfied or very dissatisfied with their experiences. Therewas a clear positive association between frequency of use and satisfaction for all the supportand communication methods used.In total, 61 comments were made on the methods of support and communication used. Onlytwo of these reported on poor experiences; and while a few commented on having limitedexperience of the RSCs (possibly attributable to the broad respondent base), the vast majoritywere 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 Ive 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 youA full listing of all comments received is given in Appendix 2.1.2.1.1 Analysis by type of learning providerFor the frequency of use, comparisons could be made between the categories of learningprovider by combining frequent with occasional users, and combining those who used servicesrarely with those who did not use them at all. Statistically significant differences betweencategories 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 TVbroadcasts, 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 totest potential differences in the use of e-communications (e.g. e-mail, newsletters, website,social media etc.), or Bespoke training.JISC RSC CSS 2011 7 UK summary

Figure 2.1.3 Frequency of use by type of learning providerConsultations & visits by RSC staff Face-to-face events & meetings FE College FE College 6th Form College 6th Form College HE Institution HE Institution WBL WBL ACL ACL Ind. Spec. Col. Ind. Spec. Col. Other Other Multiple ed. Multiple ed. 0% 20% 40% 60% 80% 100% 0% 20% 40% 60% 80% 100% Frequently / Occasionally Rarely / Not at all Frequently / Occasionally Rarely / Not at allNumber of responses: 1,565 Number of responses: 1,617Online events and support Telephone communication FE College FE College 6th Form College 6th Form College HE Institution HE Institution WBL WBL ACL ACL Ind. Spec. Col. Ind. Spec. Col. Other Other Multiple ed. Multiple ed. 0% 20% 40% 60% 80% 100% 0% 20% 40% 60% 80% 100% Frequently / Occasionally Rarely / Not at all Frequently / Occasionally Rarely / Not at allNumber of responses: 1,571 Number of responses: 1,572Due to the high levels of satisfaction reported, there were insufficient data to conduct valid testsof potential differences between categories of learning provider.2.1.2 Analysis by role of respondentFor the frequency of use, comparisons could be made between respondents in various roles byincluding Estates & facilities management roles with other for the analysis. Statisticallysignificant 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 andsupport (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 potentialdifferences in frequency of use of Bespoke training by the role of the respondent.JISC RSC CSS 2011 8 UK summary

Figure 2.1.4 Frequency of use by role of respondentConsultations & visits by RSC staff Face-to-face events & meetings Mgt/leadership Mgt/leadership Curriculum mgt Curriculum mgt Teaching Teaching Learning resources Learning resources Learning support Learning support Staff devt Staff devt Network services Network services Admin. services Admin. services Other Other 0% 20% 40% 60% 80% 100% 0% 20% 40% 60% 80% 100% Frequently Occasionally Rarely Not at all Frequently Occasionally Rarely Not at allNumber of responses: 1,565 Number of responses: 1,615Forums & networks e-communications Mgt/leadership Mgt/leadership Curriculum mgt Curriculum mgt Teaching Teaching Learning resources Learning resources Learning support Learning support Staff devt Staff devt Network services Network services Admin. services Admin. services Other Other 0% 20% 40% 60% 80% 100% 0% 20% 40% 60% 80% 100% Frequently Occasionally Rarely Not at all Frequently Occasionally Rarely Not at allNumber of responses: 1,562 Number of responses: 1,619JISC RSC CSS 2011 9 UK summary

Figure 2.1.4 Frequency of use by role of respondentOnline events and support Telephone communication Mgt/leadership Management and… Curriculum mgt Curriculum and… Teaching Teaching Learning resources Learning resources Learning support Learning support Staff devt Staff development Network services Network services Admin. services Administration… Other Other 0% 20% 40% 60% 80% 100% 0% 20% 40% 60% 80% 100% Frequently Occasionally Rarely Not at all Frequently Occasionally Rarely Not at allNumber of responses: 1,569 Number of responses:1,566Due to the high levels of satisfaction reported, there were insufficient data to conduct valid testsof potential differences in satisfaction levels according to the role of the respondent.2.2 Key areas of JISC support2.2.1 Strategic advice on the use of technology to help increase organisational efficiencies and effectivenessFigure 2.2.1 Please indicate how often, over the last year, you have receivedsupport in the following topic areas: Business Processes 11% 18% 69% 2% Procurement 9% 15% 75% 1% Shared Services 13% 18% 67% 3% E-progress review 13% 18% 65% 4% Other use of technology 4% 6% 86% 3% 0% 20% 40% 60% 80% 100% Frequently Occasionally Rarely Not at allNumber of responses: between 1,126 and 1,383JISC RSC CSS 2011 10 UK summary

Figure 2.2.2 For those topic areas you have used, please indicate your level ofsatisfaction with what was provided: Business Processes 40% 47% 13% Procurement 37% 48% 15% Shared Services 37% 49% 14% E-progress review 45% 44% 11% Other use of technology 57% 30% 13% 0% 20% 40% 60% 80% 100% Very satisfied Satisfied NeitherNumber of responses: between 204 and 489One respondent was ‘very dissatisfied’ with the support provided on Procurement, and onerespondent was ‘dissatisfied’ with the support provided on E-progress review.One hundred and forty-one respondents gave details of ‘other’ topic areas included; these wereextremely varied, and are detailed in Appendix 3.1.There were insufficient data to carry out any formal analysis if these topic areas by types oflearning provider or roles of respondents. There was a clear positive association betweenfrequency of use and satisfaction for all topic areas in which support had been received.2.2.2 Learning & teachingFigure 2.2.3 Please indicate how often, over the last year, you have receivedsupport in the following topic areas: Class., dist. & mobile learning 7% 23% 20% 50% Content Management 16% 14% 65% 4% Assessment 14% 15% 66% 4% Staff Development 8% 26% 25% 41% Other learning & teaching 3% 90% 3% 4% 0% 20% 40% 60% 80% 100% Frequently Occasionally Rarely Not at allNumber of responses: between 1,027 and 1,386JISC RSC CSS 2011 11 UK summary

Figure 2.2.4 For those topic areas you have used, please indicate your level ofsatisfaction with what was provided: Class., dist. & mobile learning 49% 42% 9% Content Management 45% 42% 12% Assessment 43% 44% 13% Staff Development 48% 44% 7% Other learning & teaching 51% 29% 20% 0% 20% 40% 60% 80% 100% Very satisfied Satisfied Neither Dissatisfied Very dissatisfiedNumber of responses: between 135 and 810Sixty-seven respondents gave details of ‘other’ topic areas included; again, these wereextremely varied, and are detailed in Appendix 3.2. Moodle and other VLEs were mentioned byseven respondents, and accessibility issues by four.There was a clear positive association between frequency of use and satisfaction for all topicareas in which support had been received.Analysis by type of learning provider found no statistically significant differences in frequency ofuse between the types of provider for Classroom, distance and mobile learning or ContentManagement. There were insufficient data to formally test for differences in frequency of use ofAssessment, or Other learning and teaching topic areas. Differences in frequency of use forStaff development are illustrated in Figure 2.2.5.Analysis by the role of the respondent found statistically significant differences in the frequencyof 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 testsof potential differences in satisfaction ratings according to the category of learning provider orthe role of the respondent.JISC RSC CSS 2011 12 UK summary

Figure 2.2.5 Frequency of use by type of learning provider Staff development Multiple ed. Other Ind. Spec. Col. ACL WBL HE Institution 6th Form College FE College 0% 20% 40% 60% 80% 100% Frequently / Occasionally Rarely / Not at all Number of responses: 1,384Figure 2.2.6 Frequency of use by role of respondentClassroom, distance and mobile learning Staff development Mgt/leadership Mgt/leadership Curriculum mgt Curriculum mgt Teaching Teaching Learning resources Learning resources Learning support Learning support Staff devt Staff devt Network services Network services Admin. services Admin. services Other Other 0% 20% 40% 60% 80% 100% 0% 20% 40% 60% 80% 100% Frequently Occasionally Rarely Not at all Frequently Occasionally Rarely Not at allNumber of responses: 1,377 Number of responses: 1,385JISC RSC CSS 2011 13 UK summary

2.2.3 Advice on sustainable business and learning practicesFigure 2.2.7 Please indicate how often, over the last year, you have receivedsupport in the following topic areas: Inclusivity 3% 15% 16% 65% e-Safety 6% 18% 16% 60% Green computing 2% 10% 14% 74% 2% Other sustainability 94% 1% 3% 0% 20% 40% 60% 80% 100% Frequently Occasionally Rarely Not at all Number of responses: between 1,067 and 1,363Figure 2.2.8 For those topic areas you have used, please indicate your level ofsatisfaction with what was provided: Inclusivity 47% 42% 11% e-Safety 47% 43% 9% Green computing 36% 45% 18% 1% Other sustainability 47% 30% 21% 2% 0% 20% 40% 60% 80% 100% Very satisfied Satisfied Neither Dissatisfied Very dissatisfied Number of responses: between 90 and 544Twenty-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 advicehad been received, by six respondents.There was a clear positive association between frequency of use and satisfaction for all topicareas in which support had been received.Analysis by type of learning provider found no statistically significant differences in frequency ofuse between the types of provider for Inclusivity. There were insufficient data to formally test fordifferences 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 testsof potential differences according to the role of the respondent.JISC RSC CSS 2011 14 UK summary

Figure 2.2.9 Frequency of use by type of learning provider e-Safety Multiple ed. Other Ind. Spec. Col. ACL WBL HE Institution 6th Form College FE College 0% 20% 40% 60% 80% 100% Frequently / Occasionally Rarely / Not at all Number of responses: 1,3642.2.4 External engagementFigure 2.2.10 Employer engagementHow often have you received support? How satisfied were you with the support received? Frequent Occasnal 1% 6% Very Rarely satisfied 11% 31% Very dissatisfied 0% Satisfied 47% Not at all Neither 82% 22% Dis- satisfied 0%Number of responses: 1,383 Number of responses: 263There 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 oflearning provider or role of respondents, due to the relatively low levels of use, and highsatisfaction, noted.JISC RSC CSS 2011 15 UK summary

2.3 Overall2.3.1 Overall satisfactionFigure 2.3.1 Overall, how satisfied are you with the services and support providedby your local JISC RSC? Very satisfied 50% Very dissatisfied 1% Neither Dissatisfied 12% 0% Satisfied 37% Number of responses: 1,350Owing to the generally high levels of satisfaction reported, it was not possible to conduct formaltests of potential differences between respondents in different types of institution or in differentroles. However, Figure 2.3.2 presents the data by institution type and role, as this is a keyaspect 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 apparentdifferences shown in Figure 2.3.2 by category of learning provider are statistically significant;however differences between respondents in the various roles may be.JISC RSC CSS 2011 16 UK summary

Figure 2.3.2 Overall levels of satisfactionBy category of learning provider By role Multiple ed. Mgt/leadership Other Curriculum mgt Ind. Spec. Col. Teaching Learning resources ACL Learning support WBL Staff devt HE Institution Network services 6th Form College Admin. services FE College Other 0% 20% 40% 60% 80% 100% 0% 20% 40% 60% 80% 100% Very satisfied Satisfied Less Very satisfied Satisfied LessNumber of responses: 1,351 Number of responses: 1,351Respondents were asked to give their reasons for responding as they did, and 85 did so. Theseare listed in full in Appendix 2.2. Positive responses included many comments on thehelpfulness 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 needo Rapid response directly pertinent to the requesto The team are very well-informed, professional and always ready to helpo helpful staff, excellent website, prompt replieso 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 hadreceived, 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 yearo Was provided no help tangible assistanceJISC RSC CSS 2011 17 UK summary

2.3.2 Value of current JISC supportIn total, 934 respondents described the value which current JISC RSC support brings to theirrole, with 52 of these suggesting that the value was limited, including some with little experienceof using the services provided. Positive value was reported in areas including keeping up todate with developments, providing support not available elsewhere, and in training andnetworking. The following gives a flavour of the comments made, and is a random selectionfrom 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 Its a sounding board, a safety net and a collaborative forum. Its 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 desiredOverall, 747 respondents completed the question concerning the future support which would bemost helpful to them in their role. Of these, 59 (8%) had no comments to make:o I dont think you always know what would be useful until its offered. We always love hearing about anything new.o Cant think of anything specific.A further 70 (9%) were happy with the current provision, or asked for more of the sameo keep doing what you are, try not to spread too thino 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 areprovided 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:JISC RSC CSS 2011 18 UK summary

o Staff development & networking opportunities are the most helpful to my roleo 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 levelMoodle 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 materialsStrategic 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, forexample 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 wont necessarily do that!)JISC RSC CSS 2011 19 UK summary

3 Regional resultsThis section presents summary results for each region in turn. The data are not weighted, andrespondents using more than one region are included in the analysis for all the regions theyuse. Response patterns for each region have been compared to the overall UK distributionwhere 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 neithersatisfied nor dissatisfied, dissatisfied and very dissatisfied, in order to provide sufficient datafor valid tests with the generally high levels of satisfaction reported.In some cases it was also necessary to combine frequency categories to provide sufficient datafor a valid test. Combinations used were frequently with occasionally, and rarely with not atall; 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 apparentdifferences from the UK average for categories of learning provider or respondent roles.JISC RSC CSS 2011 20 UK summary

3.1 South WestA total of 94 responses were received from customers of RSC South West, representing aresponse 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 94Figure 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 94Figure 3.1.3 Please indicate how often, over the last year, you have used thefollowing support and communication methods provided by the JISC RSC: Consultations & visits by RSC staff 10 25 33 22 Face-to-face events & meetings 11 34 36 10 Forums & networks 23 30 21 16 e-communications 58 21 11 3 Online events and support 16 30 26 19 Telephone communication 12 22 26 30 Bespoke training 1 8 21 57 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allJISC RSC CSS 2011 21 South West

Statistically significant differences from the UK average were found in the frequency of use ofConsultations & visits by RSC staff, which were used less frequently than average; Onlineevents and support; and telephone communications, both of which were used more frequentlythan 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: Consultations & visits by RSC staff 33 30 7 Face-to-face events & meetings 37 36 8 Forums & networks 37 33 4 e-communications 38 42 10 Online events and support 22 40 11 1 Telephone communication 29 21 7 1 Bespoke training 15 10 3 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied Neither Dissatisfied Very dissatisfiedApparent differences from the UK average were found not to be statistically significant forForums & networks; e-communications; Online events and support; and Telephonecommunication. There were insufficient data for valid testing in the other methods.Figure 3.1.5 Strategic advice on the use of technology to help increaseorganisational efficiencies and effectiveness – frequency of use Business Processes 4 7 25 43 Procurement 8 22 47 Shared Services 4 12 19 41 E-progress review 5 12 28 35 Other use of technology 4 4 6 44 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allStatistically significant differences from the UK average were found in the frequency of use ofadvice 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 SharedServices, and insufficient data to test Other use of technology.JISC RSC CSS 2011 22 South West

Figure 3.1.6 Strategic advice on the use of technology to help increaseorganisational efficiencies and effectiveness – satisfaction with support received Business Processes 15 17 5 Procurement 10 13 5 Shared Services 11 20 4 E-progress review 21 19 3 Other use of techology 12 3 3 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherThere were insufficient data for valid testing of potential differences from the UK average in anycategory.Figure 3.1.7 Learning and teaching – frequency of use Classroom, distance and mobile learning 6 25 20 30 Content Management 4 18 21 36 Assessment 4 6 22 42 Staff Development 7 25 22 27 Other learning & teaching 3 4 47 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allStatistically significant differences from the UK average were found in the frequency of use ofsupport for Content Management; and Assessment (both with p<0.01). Both were used morefrequently 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 Classroom, distance and mobile learning 24 21 6 Content Management 18 18 7 Assessment 9 16 7 Staff Development 22 24 5 Other learning & teaching 4 1 3 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherJISC RSC CSS 2011 23 South West

Apparent differences from the UK average were found not to be statistically significant forContent management. There were insufficient data for valid testing in the other methods.Figure 3.1.9 Advice on sustainable business and learning practices – frequencyof use Inclusivity 5 14 17 42 e-Safety 8 24 17 33 Green computing 2 11 12 54 Other sustainability 2 2 51 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allStatistically significant differences from the UK average were found in the frequency of use ofadvice on e-Safety, which was used more than average (p<0.01). There was no difference forInclusivity; 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 Inclusivity 13 19 4 e-Safety 20 26 3 Green computing 9 8 7 Other sustainability 4 1 1 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherThere were insufficient data for valid testing of potential differences from the UK average in anycategory.JISC RSC CSS 2011 24 South West

Figure 3.1.11 Employer engagementFrequency of use Satisfaction with support received Frequent 2 Very Occasion- satisfied, ally, 8 7 Rarely, 8 Satisfied, 6 Not at all, 61 Dis- Neither, satisfied, 5 1Apparent differences from the UK average in frequency of use were found not to be statisticallysignificant. There were insufficient data for valid testing of potential differences from the UKaverage in levels of satisfaction.Figure 3.1.12 Overall, how satisfied are you with the services and supportprovided by your local JISC RSC? Very satisfied, 38 Neither, 5 Satisfied, 39Apparent differences from the UK average were found not to be statistically significant.JISC RSC CSS 2011 25 South West

3.2 South EastA total of 150 responses were received from customers of RSC South East, representing aresponse 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 150Figure 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 150Figure 3.2.3 Please indicate how often, over the last year, you have used thefollowing support and communication methods provided by the JISC RSC: Consultations & visits by RSC staff 7 30 63 43 Face-to-face events & meetings 16 55 50 25 Forums & networks 24 57 35 26 e-communications 84 36 11 15 Online events and support 30 47 30 36 Telephone communication 11 19 40 72 Bespoke training 1 10 41 90 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allJISC RSC CSS 2011 26 South East

Statistically significant differences from the UK average were found in the frequency of use ofConsultations & visits by RSC staff; and Online events and support, which were used morefrequently than the average (both with p<0.05). There were no differences in the remainingcategories.Figure 3.2.4 For those support and communication methods you have used,please indicate your level of satisfaction with what was provided: Consultations & visits by RSC staff 50 37 10 2 Face-to-face events & meetings 68 42 8 1 Forums & networks 50 55 9 e-communications 56 61 14 Online events and support 45 46 19 Telephone communication 35 20 14 1 Bespoke training 22 21 7 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied Neither Dissatisfied Very dissatisfiedStatistically significant differences from the UK average were found in satisfaction withConsultations & 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 differencesin the remaining methods.Figure 3.2.5 Strategic advice on the use of technology to help increaseorganisational efficiencies and effectiveness – frequency of use Business Processes 2 10 25 88 Procurement 2 7 24 91 Shared Services 6 17 30 72 E-progress review 7 14 29 75 Other use of technology 3 7 6 81 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allApparent differences from the UK average were found not to be statistically significant in anycategory.JISC RSC CSS 2011 27 South East

Figure 3.2.6 Strategic advice on the use of technology to help increaseorganisational efficiencies and effectiveness – satisfaction with support received Business Processes 21 12 3 Procurement 17 12 4 Shared Services 20 21 9 E-progress review 24 19 5 1 Other use of techology 18 3 1 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied Neither DissatisfiedApparent differences from the UK average were found not to be statistically significant foradvice on Shared Services; or E-progress review. There were insufficient data for valid testingin the other categories.Figure 3.2.7 Learning and teaching – frequency of use Classroom, distance and mobile learning 14 26 34 48 Content Management 7 23 21 70 Assessment 7 19 22 72 Staff Development 11 30 31 52 Other learning & teaching 32 8 78 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allApparent differences from the UK average were found not to be statistically significant in anycategory.Figure 3.2.8 Learning and teaching – satisfaction with support received Classroom, distance and mobile learning 36 29 7 Content Management 24 23 6 Assessment 22 22 4 Staff Development 34 32 5 Other learning & teaching 12 6 1 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherJISC RSC CSS 2011 28 South East

There were insufficient data for valid testing of satisfaction with the support received for Otherlearning and teaching. Apparent differences from the UK average were found not to bestatistically significant in the remaining categories.Figure 3.2.9 Advice on sustainable business and learning practices – frequencyof use Inclusivity 3 14 20 88 e-Safety 7 22 23 72 Green computing 3 9 11 99 Other sustainability 23 3 88 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allThere were insufficient data for valid testing of advice on Other sustainable business andlearning practices. Apparent differences from the UK average were found not to be statisticallysignificant in the remaining categories.Figure 3.2.10 Advice on sustainable business and learning practices –satisfaction with support received Inclusivity 21 13 4 e-Safety 24 20 8 Green computing 13 8 5 Other sustainability 7 2 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherApparent differences from the UK average were found not to be statistically significant forsatisfaction with advice received on e-safety. There were insufficient data for valid testing in theother categories.JISC RSC CSS 2011 29 South East

Figure 3.2.11 Employer engagementFrequency of use Satisfaction with support received Frequent, Occasion- 4 ally, 7 Very satisfied, 14 Rarely, 17 Satisfied, Not at all, 6 98 Neither, 8 Dis- satisfied, 1Apparent differences from the UK average in frequency of use were found not to be statisticallysignificant. A statistically significant difference from the UK average was found in satisfactionwith the support received for employer engagement (p<0.05). Customers in the South Eastwere more likely than average to be very satisfied.Figure 3.2.12 Overall, how satisfied are you with the services and supportprovided by your local JISC RSC? Dissatisfi Very ed, 1 dissatisfi ed, 1 Neither, 19 Very satisfied, 52 Satisfied, 47Apparent differences from the UK average were found not to be statistically significant.JISC RSC CSS 2011 30 South East

3.3 LondonA total of 82 responses were received from customers of RSC London, representing a responserate 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 82Figure 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 82Figure 3.3.3 Please indicate how often, over the last year, you have used thefollowing support and communication methods provided by the JISC RSC: Consultations & visits by RSC staff 4 19 33 24 Face-to-face events & meetings 8 36 24 14 Forums & networks 20 30 17 13 e-communications 59 14 5 4 Online events and support 10 11 29 31 Telephone communication 5 21 20 35 Bespoke training 2 6 11 62 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allJISC RSC CSS 2011 31 London

Statistically significant differences from the UK average were found in the frequency of use ofOnline 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: Consultations & visits by RSC staff 29 24 3 Face-to-face events & meetings 38 28 2 Forums & networks 29 33 7 e-communications 26 43 7 Online events and support 13 25 11 1 Telephone communication 25 16 5 Bespoke training 8 8 5 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied Neither DissatisfiedStatistically significant differences from the UK average were found in satisfaction with thesupport received via e-communications and Online events and support (both p<0.05). Fewerrespondents than the UK average reported being very satisfied with the e-communicationmethods they had used. Respondents were also less satisfied than average with Online supportand events. There were no statistically significant differences for Forums and networks; orTelephone 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 increaseorganisational efficiencies and effectiveness – frequency of use Business Processes 1 10 18 42 Procurement 9 10 49 Shared Services 2 13 14 35 E-progress review 4 15 17 34 Other use of technology 3 5 2 44 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allStatistically significant differences from the UK average were found in the frequency of use ofadvice on E-progress review, which was used more frequently than average (p<0.05). Therewere insufficient data for valid testing of Other use of technology. Apparent differences from theUK average were found not to be statistically significant in the remaining categories.JISC RSC CSS 2011 32 London

Figure 3.3.6 Strategic advice on the use of technology to help increaseorganisational efficiencies and effectiveness – satisfaction with support received Business Processes 10 17 4 Procurement 5 13 3 Shared Services 10 16 5 E-progress review 18 14 5 Other use of techology 6 5 3 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherThere were insufficient data for valid testing of potential differences from the UK average.Figure 3.3.7 Learning and teaching – frequency of use Classroom, distance and mobile learning 5 15 16 33 Content Management 3 15 11 38 Assessment 1 10 9 48 Staff Development 3 21 19 26 Other learning & teaching 4 1 45 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allThere 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 theremaining categories.Figure 3.3.8 Learning and teaching – satisfaction with support received Classroom, distance and mobile learning 11 21 5 Content Management 8 15 5 Assessment 5 11 5 Staff Development 13 28 3 1 Other learning & teaching 3 2 2 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied Neither Dissatisfied Very dissatisfiedJISC RSC CSS 2011 33 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 – frequencyof use Inclusivity 1 9 5 54 e-Safety 3 18 8 42 Green computing 11 10 47 Other sustainability 1 1 1 49 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allStatistically significant differences from the UK average were found in the frequency of use ofadvice on Inclusivity, which was used less than the UK average (p<0.05). There wereinsufficient data for valid testing of Other sustainability. There were no differences in theremaining categories..Figure 3.3.10 Advice on sustainable business and learning practices –satisfaction with support received Inclusivity 4 10 4 e-Safety 9 19 4 Green computing 5 14 4 Other sustainability 1 3 2 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherThere were insufficient data for valid testing of potential differences from the UK average.JISC RSC CSS 2011 34 London

Figure 3.3.11 Employer engagementFrequency of use Satisfaction with support received Occasion ally, 7 Very Rarely, 7 satisfied, 3 Satisfied, 8 Not at all, 55 Neither, 5Apparent differences from the UK average in the frequency of use were found not to bestatistically significant. There were insufficient data for valid testing of potential differences insatisfaction levels from the UK average.Figure 3.3.12 Overall, how satisfied are you with the services and supportprovided by your local JISC RSC? Very satisfied, 25 Very dissatisfied, 2 Neither, 5 Satisfied, 36A statistically significant difference from the UK average was found in overall satisfaction withthe RSC (p<0.05). Proportionately fewer respondents were very satisfied, but more satisfiedthan the UK average.JISC RSC CSS 2011 35 London

3.4 EasternA total of 61 responses were received from customers of RSC Eastern, representing a responserate 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 61Figure 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 61Figure 3.4.3 Please indicate how often, over the last year, you have used thefollowing support and communication methods provided by the JISC RSC: Consultations & visits by RSC staff 3 15 19 23 Face-to-face events & meetings 9 22 20 8 Forums & networks 15 22 13 10 e-communications 39 10 4 7 Online events and support 5 17 13 24 Telephone communication 2 18 13 26 Bespoke training 1 4 9 45 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allJISC RSC CSS 2011 36 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: Consultations & visits by RSC staff 22 15 Face-to-face events & meetings 28 22 11 Forums & networks 27 18 3 e-communications 22 29 3 1 Online events and support 9 20 5 1 Telephone communication 17 14 2 Bespoke training 8 5 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied Neither DissatisfiedThere 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 increaseorganisational efficiencies and effectiveness – frequency of use Business Processes 15 4 32 Procurement 6 9 35 Shared Services 8 11 31 E-progress review 1 5 8 36 Other use of technology 1 2 6 34 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allStatistically significant differences from the UK average were found in the frequency of use ofadvice on Business processes (p<0.01). This was used more frequently than average in theEastern 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 theremaining categories.JISC RSC CSS 2011 37 Eastern

Figure 3.4.6 Strategic advice on the use of technology to help increaseorganisational efficiencies and effectiveness – satisfaction with support received Business Processes 7 11 1 Procurement 2 12 1 Shared Services 3 15 2 E-progress review 8 5 1 Other use of techology 5 5 2 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherThere were insufficient data for valid testing of potential differences from the UK average.Figure 3.4.7 Learning and teaching – frequency of use Classroom, distance and mobile learning 6 6 7 34 Content Management 2 9 6 35 Assessment 22 6 41 Staff Development 5 9 12 27 Other learning & teaching 2 36 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allThere 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 theremaining categories.Figure 3.4.8 Learning and teaching – satisfaction with support received Classroom, distance and mobile learning 11 8 2 Content Management 7 10 2 Assessment 3 7 2 Staff Development 11 13 1 Other learning & teaching 3 2 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherJISC RSC CSS 2011 38 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 – frequencyof use Inclusivity 6 4 39 e-Safety 4 10 6 33 Green computing 1 7 8 36 Other sustainability 1 2 36 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allThere were insufficient data for valid testing of advice on Other sustainable business andlearning practices. Apparent differences from the UK average were found not to be statisticallysignificant in the remaining categories.Figure 3.4.10 Advice on sustainable business and learning practices –satisfaction with support received Inclusivity 6 6 1 e-Safety 9 8 3 Green computing 5 10 1 Other sustainability 4 1 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherThere were insufficient data for valid testing of potential differences from the UK average.JISC RSC CSS 2011 39 Eastern

Figure 3.4.11 Employer engagementFrequency of use Satisfaction with support received Frequent, Occasion 2 ally, 0 Rarely, 5 Very satisfied, Satisfied, 1 4 Very dissatisfied, 1 Not at all, 45 Neither, 1There were insufficient data for valid testing of potential differences from the UK average ineither frequency of use or satisfaction with the support received.Figure 3.4.12 Overall, how satisfied are you with the services and supportprovided by your local JISC RSC? Very satisfied, 26 Neither, Satisfied, 2 25Apparent differences from the UK average were found not to be statistically significant.JISC RSC CSS 2011 40 Eastern

3.5 East MidlandsA total of 170 responses were received from customers of RSC East Midlands, representing aresponse 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 170Figure 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 170Figure 3.5.3 Please indicate how often, over the last year, you have used thefollowing support and communication methods provided by the JISC RSC: Consultations & visits by RSC staff 6 35 48 74 Face-to-face events & meetings 19 52 62 33 Forums & networks 31 56 37 36 e-communications 105 34 16 11 Online events and support 23 35 46 61 Telephone communication 11 27 31 93 Bespoke training 14 32 117 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allJISC RSC CSS 2011 41 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: Consultations & visits by RSC staff 49 34 4 Face-to-face events & meetings 70 57 42 Forums & networks 62 50 15 1 e-communications 70 74 12 Online events and support 36 50 15 21 Telephone communication 33 28 8 Bespoke training 16 24 5 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied Neither Dissatisfied Very dissatisfiedA statistically significant difference from the UK average was found in satisfaction with Bespoketraining (p<0.05). Fewer respondents were very satisfied, but more were satisfied, than the UKaverage. There were no differences in the remaining categories.Figure 3.5.5 Strategic advice on the use of technology to help increaseorganisational efficiencies and effectiveness – frequency of use Business Processes 3 19 31 87 Procurement 3 17 20 96 Shared Services 3 18 30 84 E-progress review 6 15 34 85 Other use of technology 32 9 100 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allApparent differences from the UK average were found not to be statistically significant.JISC RSC CSS 2011 42 East Midlands

Figure 3.5.6 Strategic advice on the use of technology to help increaseorganisational efficiencies and effectiveness – satisfaction with support received Business Processes 19 22 10 Procurement 11 21 8 Shared Services 17 26 9 E-progress review 22 27 7 Other use of techology 6 11 6 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherThere were insufficient data for valid testing of advice on Other use of technology. Apparentdifferences from the UK average were found not to be statistically significant in the remainingcategories.Figure 3.5.7 Learning and teaching – frequency of use Classroom, distance and mobile learning 6 30 19 85 Content Management 4 18 14 100 Assessment 4 16 17 98 Staff Development 9 33 26 67 Other learning & teaching 141 105 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allStatistically significant differences from the UK average were found in the frequency of use ofsupport for Classroom, distance and mobile learning, which was used less frequently than in theUK average (p<0.05). There were no differences in the remaining categories.Figure 3.5.8 Learning and teaching – satisfaction with support received Classroom, distance and mobile learning 21 30 4 Content Management 13 20 6 Assessment 13 20 7 Staff Development 29 36 5 Other learning & teaching 2 7 2 1 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied Neither Dissatisfied Very dissatisfiedJISC RSC CSS 2011 43 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 theremaining categories.Figure 3.5.9 Advice on sustainable business and learning practices – frequencyof use Inclusivity 6 20 22 90 e-Safety 6 19 27 86 Green computing 1 7 23 103 Other sustainability 1 3 1 105 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allThere were insufficient data for valid testing of advice on Other sustainable business andlearning practices. Apparent differences from the UK average were found not to be statisticallysignificant in the remaining categories.Figure 3.5.10 Advice on sustainable business and learning practices –satisfaction with support received Inclusivity 17 29 3 e-Safety 15 34 5 Green computing 4 19 6 Other sustainability 2 4 1 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherStatistically significant differences from the UK average were found in satisfaction with thesupport 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 weresatisfied. There were insufficient data for valid testing of Other sustainable business andlearning practices.JISC RSC CSS 2011 44 East Midlands

Figure 3.5.11 Employer engagementFrequency of use Satisfaction with support received Frequentl Occasion y, 4 ally, 4 Very Rarely, satisfied, 23 8 Satisfied, 17 Not at all, Neither, 108 8Apparent differences from the UK average were found not to be statistically significant for eitherfrequency of use or satisfaction with the support received.Figure 3.5.12 Overall, how satisfied are you with the services and supportprovided by your local JISC RSC? Very satisfied, 70 Very dissatisfied, 1 Neither, 13 Satisfied, 50Apparent differences from the UK average were found not to be statistically significant.JISC RSC CSS 2011 45 East Midlands

3.6 West MidlandsA total of 181 responses were received from customers of RSC West Midlands, representing aresponse 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 181Figure 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 181Figure 3.6.3 Please indicate how often, over the last year, you have used thefollowing support and communication methods provided by the JISC RSC: Consultations & visits by RSC staff 7 34 58 75 Face-to-face events & meetings 10 57 66 45 Forums & networks 28 65 47 30 e-communications 104 37 23 11 Online events and support 17 48 48 59 Telephone communication 8 32 40 91 Bespoke training 1 11 37 122 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allJISC RSC CSS 2011 46 West Midlands

A statistically significant difference from the UK average was found in the frequency of use ofFace to face events and meetings, which were used less often in the West Midlands thanaverage (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: Consultations & visits by RSC staff 61 36 5 Face-to-face events & meetings 78 46 8 Forums & networks 57 68 16 e-communications 69 75 18 1 Online events and support 35 59 21 1 Telephone communication 45 24 9 Bespoke training 27 19 6 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied Neither Dissatisfied Very dissatisfiedStatistically significant differences from the UK average were found in satisfaction with thesupport received via Forums and networks; and online events and support (p<0.05). In bothcases, fewer respondents than average were very satisfied with these communicationmethods. There were no differences in the remaining categories.Figure 3.6.5 Strategic advice on the use of technology to help increaseorganisational efficiencies and effectiveness – frequency of use Business Processes 2 19 33 102 Procurement 2 14 26 110 Shared Services 2 19 27 106 E-progress review 3 27 28 98 Other use of technology 5 6 2 108 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allApparent differences from the UK average were found not to be statistically significant.JISC RSC CSS 2011 47 West Midlands

Figure 3.6.6 Strategic advice on the use of technology to help increaseorganisational efficiencies and effectiveness – satisfaction with support received Business Processes 20 22 11 Procurement 17 17 11 Shared Services 20 17 10 E-progress review 24 27 9 Other use of techology 13 4 5 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherThere were insufficient data for valid testing of advice on Other use of technology. Apparentdifferences from the UK average were found not to be statistically significant in the remainingcategories.Figure 3.6.7 Learning and teaching – frequency of use Classroom, distance and mobile learning 7 37 30 80 Content Management 6 23 25 97 Assessment 3 24 24 98 Staff Development 9 42 43 59 Other learning & teaching 2 4 2 102 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allApparent differences from the UK average were found not to be statistically significant in anycategory.Figure 3.6.8 Learning and teaching – satisfaction with support received Classroom, distance and mobile learning 31 34 10 Content Management 22 24 9 Assessment 19 24 9 1 Staff Development 41 45 41 Other learning & teaching 6 4 2 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied Neither Dissatisfied Very dissatisfiedJISC RSC CSS 2011 48 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 theremaining categories.Figure 3.6.9 Advice on sustainable business and learning practices – frequencyof use Inclusivity 2 22 28 97 e-Safety 9 30 32 80 Green computing 1 16 25 104 Other sustainability 3 31 102 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allThere were insufficient data for valid testing of advice on Other sustainable business andlearning practices. Apparent differences from the UK average were found not to be statisticallysignificant in the remaining categories.Figure 3.6.10 Advice on sustainable business and learning practices –satisfaction with support received Inclusivity 23 20 10 e-Safety 32 32 9 Green computing 15 20 10 Other sustainability 8 2 2 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherThere were insufficient data for valid testing of advice on Other sustainable business andlearning practices. Apparent differences from the UK average were found not to be statisticallysignificant in the remaining categories.JISC RSC CSS 2011 49 West Midlands

Figure 3.6.11 Employer engagementFrequency of use Satisfaction with support received Occasion ally, 8 Rarely, 20 Very satisfied, 5 Satisfied, 17 Neither, Not at all, 7 128Apparent differences from the UK average were found not to be statistically significant for eitherfrequency of use or satisfaction with the support received.Figure 3.6.12 Overall, how satisfied are you with the services and supportprovided by your local JISC RSC? Very satisfied, 73 Very dissatisfied, 1 Neither, 18 Satisfied, 57Apparent differences from the UK average were found not to be statistically significant.JISC RSC CSS 2011 50 West Midlands

3.7 Yorkshire and HumberA 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 144Figure 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 144Figure 3.7.3 Please indicate how often, over the last year, you have used thefollowing support and communication methods provided by the JISC RSC: Consultations & visits by RSC staff 4 21 43 66 Face-to-face events & meetings 10 49 50 34 Forums & networks 17 48 39 34 e-communications 66 49 15 9 Online events and support 11 31 27 65 Telephone communication 6 25 23 80 Bespoke training 8 33 93 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allJISC RSC CSS 2011 51 Yorkshire & Humber

Statistically significant differences from the UK average were found in the frequency of use ofConsultations & visits by RSC staff; Telephone communication (both p<0.05); Online eventsand support (p<0.01); and e-communications (p<0.001). All were used less frequently thanaverage. 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: Consultations & visits by RSC staff 36 29 4 2 Face-to-face events & meetings 56 49 4 12 Forums & networks 45 43 9 13 e-communications 50 62 14 12 Online events and support 21 34 14 1 Telephone communication 30 20 8 Bespoke training 13 22 10 1 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied Neither Dissatisfied Very dissatisfiedStatistically significant differences from the UK average were found in satisfaction with thesupport received via e-communications (p<0.05); and Bespoke training (p<0.01). In both casesrespondents were less satisfied than the UK average. There were insufficient data for validtesting of Consultations and visits by RSC staff. There were no differences in the remainingcategories.Figure 3.7.5 Strategic advice on the use of technology to help increaseorganisational efficiencies and effectiveness – frequency of use Business Processes 4 7 14 104 Procurement 6 20 102 Shared Services 1 13 25 89 E-progress review 17 21 91 Other use of technology 1 5 101 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allStatistically significant differences from the UK average were found in the frequency of use ofadvice 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 inProcurement or Shared Services.JISC RSC CSS 2011 52 Yorkshire & Humber

Figure 3.7.6 Strategic advice on the use of technology to help increaseorganisational efficiencies and effectiveness – satisfaction with support received Business Processes 8 14 4 Procurement 4 20 1 Shared Services 6 29 4 E-progress review 8 26 4 Other use of techology 3 3 2 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherStatistically significant differences from the UK average were found in satisfaction with thesupport received for Shared services (p<0.01). Fewer respondents than average were verysatisfied. There were insufficient data for valid testing in the other categories.Figure 3.7.7 Learning and teaching – frequency of use Classroom, distance and mobile learning 4 32 25 65 Content Management 1 18 12 93 Assessment 11 13 100 Staff Development 5 31 29 61 Other learning & teaching 13 87 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allStatistically significant differences from the UK average were found in the frequency of use ofsupport for Content management; and Assessment (p<0.01). Both were used less frequentlythan the UK average. There were no differences in the remaining categories.Figure 3.7.8 Learning and teaching – satisfaction with support received Classroom, distance and mobile learning 25 32 41 Content Management 7 20 3 1 Assessment 6 15 4 1 Staff Development 30 31 41 Other learning & teaching 2 1 3 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied Neither Dissatisfied Very dissatisfiedJISC RSC CSS 2011 53 Yorkshire & Humber

Apparent differences from the UK average were found not to be statistically significant forsupport for Classroom, distance and mobile learning; and staff development. There wereinsufficient data for valid testing in the other categories.Figure 3.7.9 Advice on sustainable business and learning practices – frequencyof use Inclusivity 3 19 17 85 e-Safety 4 16 20 83 Green computing 6 11 103 Other sustainability 4 92 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allStatistically significant differences from the UK average were found in the frequency of use ofadvice on Green computing, which was used less frequently than average (p<0.01). There wereinsufficient data for valid testing of Other sustainable business and learning practices. Apparentdifferences from the UK average were found not to be statistically significant in the remainingcategories.Figure 3.7.10 Advice on sustainable business and learning practices –satisfaction with support received Inclusivity 13 22 4 e-Safety 15 20 4 Green computing 1 12 5 Other sustainability 3 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherThere were insufficient data for valid testing of potential differences from the UK average in anycategory.JISC RSC CSS 2011 54 Yorkshire & Humber

Figure 3.7.11 Employer engagementFrequency of use Satisfaction with support received Occasion ally, 5 Rarely, 13 Very Satisfied, satisfied, 10 2 Not at all, Neither, 109 6Apparent differences from the UK average were found not to be statistically significant forfrequency of use of advice on employer engagement. There were insufficient data for validtesting 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 supportprovided by your local JISC RSC? Very satisfied, 53 Very dissatisfied, 1 Neither, 26 Satisfied, 44A statistically significant difference from the UK average was found in overall satisfaction withthe support received from the RSC (p<0.05). Users of RSC Yorkshire and Humber were lesssatisfied than average.JISC RSC CSS 2011 55 Yorkshire & Humber

3.8 North WestA total of 226 responses were received from customers of RSC North West, representing aresponse 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 226Figure 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 226Figure 3.8.3 Please indicate how often, over the last year, you have used thefollowing support and communication methods provided by the JISC RSC: Consultations & visits by RSC staff 26 62 73 56 Face-to-face events & meetings 37 81 71 34 Forums & networks 52 87 41 40 e-communications 141 47 17 13 Online events and support 47 65 50 53 Telephone communication 26 44 62 85 Bespoke training 5 30 59 120 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allJISC RSC CSS 2011 56 North West

Statistically significant differences from the UK average were found in the frequency of use ofFace-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 wereused more frequently than the average for the UK as a whole. There were no differences inForums & 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: Consultations & visits by RSC staff 103 49 7 Face-to-face events & meetings 116 57 8 Forums & networks 111 59 8 e-communications 119 70 12 Online events and support 85 58 19 Telephone communication 78 44 14 Bespoke training 50 30 15 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherStatistically significant differences from the UK average were found in satisfaction with thesupport received via e-communications; Online events and support (both p<0.05); and Forumsand networks (p<0.01). Users reported higher satisfaction levels than the UK average for thesemethods. There were no differences in the remaining methods.Figure 3.8.5 Strategic advice on the use of technology to help increaseorganisational efficiencies and effectiveness – frequency of use Business Processes 7 28 42 108 Procurement 6 24 37 120 Shared Services 7 39 38 103 E-progress review 12 36 44 96 Other use of technology 8 7 6 112 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allStatistically significant differences from the UK average were found in the frequency of use ofadvice on Business Processes; E-progress review (both p<0.05); Procurement; and SharedServices (both p<0.01). All were used more frequently than average. There was no statisticallysignificant difference for Other use of technology.JISC RSC CSS 2011 57 North West

Figure 3.8.6 Strategic advice on the use of technology to help increaseorganisational efficiencies and effectiveness – satisfaction with support received Business Processes 35 31 13 Procurement 31 28 11 Shared Services 36 38 10 E-progress review 48 32 13 1 Other use of techology 22 6 4 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied Neither DissatisfiedThere were insufficient data for valid testing of advice on Other use of technology. Apparentdifferences from the UK average were found not to be statistically significant in the remainingcategories.Figure 3.8.7 Learning and teaching – frequency of use Classroom, distance and mobile learning 28 48 46 66 Content Management 15 37 34 96 Assessment 13 35 31 101 Staff Development 24 71 42 58 Other learning & teaching 3 8 6 102 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allStatistically significant differences from the UK average were found in the frequency of use ofsupport for Assessment (p<0.05); Content Management; Staff Development (both p<0.01); andClassroom, distance and mobile learning (p<0.001). All were used more frequently than the UKaverage. There was no statistically significant difference for Other learning and teaching.Figure 3.8.8 Learning and teaching – satisfaction with support received Classroom, distance and mobile learning 73 38 10 Content Management 53 25 8 1 Assessment 49 26 8 11 Staff Development 85 40 10 Other learning & teaching 16 9 5 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied Neither Dissatisfied Very dissatisfiedJISC RSC CSS 2011 58 North West

Statistically significant differences from the UK average were found in satisfaction with thesupport 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 withtheir support. There was no statistically significant difference for Classroom, distance andmobile learning or Other learning and teaching.Figure 3.8.9 Advice on sustainable business and learning practices – frequencyof use Inclusivity 12 39 49 89 e-Safety 19 43 38 88 Green computing 9 18 34 122 Other sustainability 34 5 119 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allStatistically significant differences from the UK average were found in the frequency of use ofadvice on e-safety (p<0.01); and Inclusivity (p<0.001). Both were used more frequently than theUK average. There was no difference for Green computing, and insufficient data for valid testingof Other sustainability.Figure 3.8.10 Advice on sustainable business and learning practices –satisfaction with support received Inclusivity 55 36 11 e-Safety 57 30 9 1 Green computing 31 21 11 1 Other sustainability 6 5 3 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied Neither DissatisfiedStatistically significant differences from the UK average were found in satisfaction with adviceon e-safety, which was higher than average (p<0.05). There were insufficient data for validtesting of Other sustainability. There were no differences in the remaining categories.JISC RSC CSS 2011 59 North West

Figure 3.8.11 Employer engagementFrequency of use Satisfaction with support received Frequent, 1 Occasion Very ally, 21 satisfied, 19 Rarely, 30 Neither, Satisfied, Not at all, 9 27 137A statistically significant difference from the UK average was found in the frequency of use ofthe 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 bestatistically significant.Figure 3.8.12 Overall, how satisfied are you with the services and supportprovided by your local JISC RSC? Very satisfied, 106 Dis-satisfied, 1 Neither, 16 Satisfied, 67Apparent differences from the UK average were found not to be statistically significant.JISC RSC CSS 2011 60 North West

3.9 NorthernA total of 122 responses were received from customers of RSC Northern, representing aresponse 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 122Figure 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 122Figure 3.9.3 Please indicate how often, over the last year, you have used thefollowing support and communication methods provided by the JISC RSC: Consultations & visits by RSC staff 5 30 35 43 Face-to-face events & meetings 26 42 31 21 Forums & networks 28 42 20 22 e-communications 86 25 6 3 Online events and support 13 20 36 46 Telephone communication 13 34 31 38 Bespoke training 3 9 30 72 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allJISC RSC CSS 2011 61 Northern

Statistically significant differences from the UK average were found in the frequency of use ofFace to face events and meetings; and Telephone communication (both p<0.01). Both wereused 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: Consultations & visits by RSC staff 38 22 7 Face-to-face events & meetings 62 32 6 Forums & networks 47 36 6 e-communications 58 46 8 Online events and support 31 26 10 Telephone communication 41 27 6 Bespoke training 21 20 5 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherThere were insufficient data for valid testing of satisfaction with Consultations and visits by RSCstaff. Apparent differences from the UK average were found not to be statistically significant inthe remaining categories.Figure 3.9.5 Strategic advice on the use of technology to help increaseorganisational efficiencies and effectiveness – frequency of use Business Processes 3 13 17 68 Procurement 2 14 16 69 Shared Services 5 18 16 63 E-progress review 2 17 16 64 Other use of technology 2 4 7 68 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allThere were insufficient data for valid testing of advice on Other use of technology. Apparentdifferences from the UK average were found not to be statistically significant in the remainingcategories.JISC RSC CSS 2011 62 Northern

Figure 3.9.6 Strategic advice on the use of technology to help increaseorganisational efficiencies and effectiveness – satisfaction with support received Business Processes 13 17 3 Procurement 14 12 4 Shared Services 14 16 5 E-progress review 15 14 6 Other use of techology 7 7 1 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherThere were insufficient data for valid testing of potential differences from the UK average in anycategory.Figure 3.9.7 Learning and teaching – frequency of use Classroom, distance and mobile learning 4 31 22 43 Content Management 4 21 17 56 Assessment 3 20 21 53 Staff Development 9 36 27 32 Other learning & teaching 12 8 60 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allThere 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 theremaining categories.Figure 3.9.8 Learning and teaching – satisfaction with support received Classroom, distance and mobile learning 27 23 5 Content Management 20 16 4 Assessment 19 17 5 Staff Development 31 33 7 Other learning & teaching 4 4 2 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherJISC RSC CSS 2011 63 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 theremaining categories.Figure 3.9.9 Advice on sustainable business and learning practices – frequencyof use Inclusivity 2 18 18 60 e-Safety 10 24 20 45 Green computing 3 16 15 64 Other sustainability 2 5 68 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allStatistically significant differences from the UK average were found in the frequency of use ofadvice on e-safety, which was used more frequently than average (p<0.05). There wereinsufficient data for valid testing of Other sustainable business and learning practices. Therewere no differences in the remaining categories.Figure 3.9.10 Advice on sustainable business and learning practices –satisfaction with support received Inclusivity 18 16 6 e-Safety 34 14 6 Green computing 15 14 8 Other sustainability 3 5 3 1 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied Neither DissatisfiedStatistically significant differences from the UK average were found in satisfaction with thesupport received for e-safety (p<0.05). Respondents were more satisfied than the UK averagefor this. There was no difference for Green computing, and insufficient data for valid testing ofthe remaining categories.JISC RSC CSS 2011 64 Northern

Figure 3.9.11 Employer engagementFrequency of use Satisfaction with support received Occasion ally, 5 Rarely, Very 14 satisfied, 5 Satisfied, 11 Neither, Not at all, 4 83Apparent differences from the UK average in frequency of use of support for employerengagement were found not to be statistically significant. There were insufficient data for validtesting of potential differences from the UK average in levels of satisfaction with the supportreceived.Figure 3.9.12 Overall, how satisfied are you with the services and supportprovided by your local JISC RSC? Very satisfied, 51 Dis-satisfied, 1 Neither, 9 Satisfied, 43Apparent differences from the UK average were found not to be statistically significant.JISC RSC CSS 2011 65 Northern

3.10 WalesA total of 188 responses were received from customers of RSC Wales, representing a responserate 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 188Figure 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 188Figure 3.10.3 Please indicate how often, over the last year, you have used thefollowing support and communication methods provided by the JISC RSC: Consultations & visits by RSC staff 12 27 55 84 Face-to-face events & meetings 15 67 64 37 Forums & networks 35 60 39 47 e-communications 109 38 21 16 Online events and support 28 38 43 70 Telephone communication 17 25 38 100 Bespoke training 3 12 31 129 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allJISC RSC CSS 2011 66 Wales

Statistically significant differences from the UK average were found in the frequency of use ofConsultations 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: Consultations & visits by RSC staff 61 28 5 Face-to-face events & meetings 83 58 6 Forums & networks 73 53 7 e-communications 91 60 11 1 Online events and support 52 42 11 Telephone communication 51 23 7 Bespoke training 34 11 3 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied Neither DissatisfiedStatistically significant differences from the UK average were found in satisfaction with theBespoke training received, which was higher than average (p<0.05). There were no differencesin the remaining categories.Figure 3.10.5 Strategic advice on the use of technology to help increaseorganisational efficiencies and effectiveness – frequency of use Business Processes 3 10 29 117 Procurement 8 12 135 Shared Services 3 14 20 120 E-progress review 5 12 26 115 Other use of technology 43 8 123 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allStatistically significant differences from the UK average were found in the frequency of use ofadvice 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.JISC RSC CSS 2011 67 Wales

Figure 3.10.6 Strategic advice on the use of technology to help increaseorganisational efficiencies and effectiveness – satisfaction with support received Business Processes 19 18 3 Procurement 12 6 3 Shared Services 18 13 5 E-progress review 21 16 4 Other use of techology 15 4 1 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherApparent differences from the UK average were found not to be statistically significant foradvice on Business processes. There were insufficient data for valid testing in the othercategories.Figure 3.10.7 Learning and teaching – frequency of use Classroom, distance and mobile learning 6 35 32 84 Content Management 4 21 20 108 Assessment 6 20 16 111 Staff Development 6 32 28 89 Other learning & teaching 4 31 130 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allStatistically significant differences from the UK average were found in the frequency of use ofStaff development, which was used less frequently than average (p<0.001). There were nodifferences in the remaining categories.Figure 3.10.8 Learning and teaching – satisfaction with support received Classroom, distance and mobile learning 40 29 4 Content Management 21 17 6 Assessment 21 18 3 Staff Development 39 23 3 11 Other learning & teaching 7 3 1 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied Neither Dissatisfied Very dissatisfiedJISC RSC CSS 2011 68 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 theremaining categories.Figure 3.10.9 Advice on sustainable business and learning practices – frequencyof use Inclusivity 3 16 26 111 e-Safety 6 21 18 109 Green computing 2 16 23 113 Other sustainability 2 136 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allStatistically significant differences from the UK average were found in the frequency of use ofadvice on e-safety, which was used less frequently than average (p<0.05). There wereinsufficient data for valid testing of Other sustainable business and learning practices. Therewere no differences in the remaining categories.Figure 3.10.10 Advice on sustainable business and learning practices –satisfaction with support received Inclusivity 25 18 3 e-Safety 22 19 2 Green computing 18 21 2 1 Other sustainability 2 2 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied Neither Dissatisfied Very dissatisfiedApparent differences from the UK average were found not to be statistically significant foradvice on Green computing. There were insufficient data for valid testing in the othercategories.JISC RSC CSS 2011 69 Wales

Figure 3.10.11 Employer engagementFrequency of use Satisfaction with support received Frequent, Occasion 4 ally, 8 Very satisfied, Rarely, 13 13 Neither, 5 Satisfied, Not at all, 8 134Apparent differences from the UK average were found not to be statistically significant for eitherfrequency of use or satisfaction with the support received.Figure 3.10.12 Overall, how satisfied are you with the services and supportprovided by your local JISC RSC? Very satisfied, 78 Very dissatisfied, 2 Neither, 22 Satisfied, 51Apparent differences from the UK average were found not to be statistically significant.JISC RSC CSS 2011 70 Wales

3.11 Scotland South and WestA 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 141Figure 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 141Figure 3.11.3 Please indicate how often, over the last year, you have used thefollowing support and communication methods provided by the JISC RSC: Consultations & visits by RSC staff 6 37 43 45 Face-to-face events & meetings 9 51 44 31 Forums & networks 24 51 28 32 e-communications 92 25 10 9 Online events and support 20 44 31 38 Telephone communication 12 29 26 64 Bespoke training 1 19 44 68 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allJISC RSC CSS 2011 71 Scotland South & West

Statistically significant differences from the UK average were found in the frequency of use ofBespoke training, which was used more frequently than the UK average (p<0.01). There wereno 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: Consultations & visits by RSC staff 59 25 6 Face-to-face events & meetings 67 34 5 Forums & networks 52 43 9 e-communications 69 46 10 Online events and support 44 34 11 Telephone communication 40 18 5 1 Bespoke training 40 18 9 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied Neither DissatisfiedApparent 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 increaseorganisational efficiencies and effectiveness – frequency of use Business Processes 3 13 18 79 Procurement 1 8 17 85 Shared Services 5 16 19 75 E-progress review 8 15 15 76 Other use of technology 7 5 6 76 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allApparent differences from the UK average were found not to be statistically significant.JISC RSC CSS 2011 72 Scotland South & West

Figure 3.11.6 Strategic advice on the use of technology to help increaseorganisational efficiencies and effectiveness – satisfaction with support received Business Processes 17 16 1 Procurement 8 14 Shared Services 19 15 2 E-progress review 20 13 1 Other use of techology 13 7 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherThere were insufficient data for valid testing of potential differences from the UK average in anycategory.Figure 3.11.7 Learning and teaching – frequency of use Classroom, distance and mobile learning 14 26 24 50 Content Management 5 23 22 60 Assessment 7 26 20 56 Staff Development 11 40 30 32 Other learning & teaching 4 3 4 66 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allStatistically significant differences from the UK average were found in the frequency of use ofsupport for Assessment, which was used more frequently than average (p<0.05). There wereinsufficient data for valid testing of Other learning and teaching. There were no differences inthe remaining categories.Figure 3.11.8 Learning and teaching – satisfaction with support received Classroom, distance and mobile learning 38 23 5 Content Management 29 14 7 Assessment 28 22 4 Staff Development 44 27 5 2 Other learning & teaching 8 3 1 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied Neither Dissatisfied Very dissatisfiedJISC RSC CSS 2011 73 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 theremaining categories.Figure 3.11.9 Advice on sustainable business and learning practices – frequencyof use Inclusivity 8 28 16 59 e-Safety 3 19 16 71 Green computing 3 12 13 80 Other sustainability 21 77 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allStatistically significant differences from the UK average were found in the frequency of use ofadvice on Inclusivity, which was used more frequently than average (p<0.01). There wereinsufficient data for valid testing of Other sustainable business and learning practices. Therewere no differences in the remaining categories.Figure 3.11.10 Advice on sustainable business and learning practices –satisfaction with support received Inclusivity 31 19 4 e-Safety 17 18 3 1 Green computing 14 13 4 Other sustainability 4 2 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied Neither Dissatisfied Very dissatisfiedThere 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.JISC RSC CSS 2011 74 Scotland South & West

Figure 3.11.11 Employer engagementFrequency of use Satisfaction with support received Very Occasion satisfied, ally, 15 10 Rarely, 14 Neither, Satisfied, Not at all, 5 12 84Apparent differences from the UK average were found not to be statistically significant for eitherfrequency of use or satisfaction with the support received.Figure 3.11.12 Overall, how satisfied are you with the services and supportprovided by your local JISC RSC? Very satisfied, 66 Very dissatisfied, 2 Neither, 9 Satisfied, 36Apparent differences from the UK average were found not to be statistically significant.JISC RSC CSS 2011 75 Scotland South & West

3.12 Scotland North and EastA 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 161Figure 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 161Figure 3.12.3 Please indicate how often, over the last year, you have used thefollowing support and communication methods provided by the JISC RSC: Consultations & visits by RSC staff 11 25 38 75 Face-to-face events & meetings 16 40 53 46 Forums & networks 29 34 29 55 e-communications 115 23 7 14 Online events and support 24 38 28 57 Telephone communication 7 21 30 91 Bespoke training 5 15 39 93 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allJISC RSC CSS 2011 76 Scotland North & East

Statistically significant differences from the UK average were found in the frequency of use ofConsultations & 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 usedless 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: Consultations & visits by RSC staff 51 24 4 Face-to-face events & meetings 61 41 41 Forums & networks 50 33 12 e-communications 94 39 10 Online events and support 44 30 10 Telephone communication 35 15 6 Bespoke training 34 18 5 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied Neither DissatisfiedStatistically significant differences from the UK average were found in satisfaction withe-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 increaseorganisational efficiencies and effectiveness – frequency of use Business Processes 1 6 15 107 Procurement 2 5 11 112 Shared Services 1 10 13 105 E-progress review 9 11 12 99 Other use of technology 6 4 7 102 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allStatistically significant differences from the UK average were found in the frequency of use ofadvice on Procurement; E-progress review (both p<0.01); Business processes; and Sharedservices (both p<0.001). All were used less frequently than average. There was no differencefor Other use of technology.JISC RSC CSS 2011 77 Scotland North & East

Figure 3.12.6 Strategic advice on the use of technology to help increaseorganisational efficiencies and effectiveness – satisfaction with support received Business Processes 8 11 2 Procurement 7 9 3 Shared Services 8 13 4 E-progress review 15 14 2 Other use of techology 12 5 1 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherThere were insufficient data for valid testing of potential differences from the UK average.Figure 3.12.7 Learning and teaching – frequency of use Classroom, distance and mobile learning 18 16 22 75 Content Management 10 13 12 93 Assessment 14 11 14 87 Staff Development 18 21 39 55 Other learning & teaching 9 26 91 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allStatistically significant differences from the UK average were found in the frequency of use ofsupport 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 usedthese frequently, and more also reported using them not at all. There was no difference in thefrequency of use of support for Other learning and teaching.Figure 3.12.8 Learning and teaching – satisfaction with support received Classroom, distance and mobile learning 34 17 6 Content Management 22 11 4 Assessment 22 14 5 Staff Development 39 33 51 Other learning & teaching 11 3 3 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied Neither Dissatisfied Very dissatisfiedJISC RSC CSS 2011 78 Scotland North & East

There were no statistically significant differences from the UK average in satisfaction with thesupport received for Classroom, distance and mobile learning; Assessment; or Staffdevelopment. There were insufficient data for valid testing in the other methods.Figure 3.12.9 Advice on sustainable business and learning practices – frequencyof use Inclusivity 9 16 15 91 e-Safety 5 12 12 100 Green computing 2 6 15 104 Other sustainability 212 103 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allStatistically significant differences from the UK average were found in the frequency of use ofadvice on e-safety, which was used less than average (p<0.001). There were insufficient datafor valid testing of Other sustainable business and learning practices. There were no differencesin the remaining categories.Figure 3.12.10 Advice on sustainable business and learning practices –satisfaction with support received Inclusivity 25 13 2 e-Safety 16 12 1 Green computing 11 8 4 Other sustainability 4 2 1 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherThere were insufficient data for valid testing of potential differences from the UK average.JISC RSC CSS 2011 79 Scotland North & East

Figure 3.12.11 Employer engagementFrequency of use Satisfaction with support received Frequent, Occasion 1 ally, 7 Rarely, 8 Very satisfied, 6 Neither, Satisfied, 3 7 Not at all, 115Apparent differences from the UK average in frequency of use of advice on Employerengagement were found not to be statistically significant. There were insufficient data for validtesting 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 supportprovided by your local JISC RSC? Very satisfied, 62 Neither, 19 Satisfied, 41Apparent differences from the UK average were found not to be statistically significant.JISC RSC CSS 2011 80 Scotland North & East

3.13 Northern IrelandA total of 22 responses were received from customers of RSC Northern Ireland, representing aresponse 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 22Figure 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 22Figure 3.13.3 Please indicate how often, over the last year, you have used thefollowing support and communication methods provided by the JISC RSC: Consultations & visits by RSC staff 4 11 5 1 Face-to-face events & meetings 4 13 4 1 Forums & networks 7 12 3 e-communications 16 5 1 Online events and support 8 9 1 4 Telephone communication 7 6 5 4 Bespoke training 4 4 9 4 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allJISC RSC CSS 2011 81 Northern Ireland

Statistically significant differences from the UK average were found in the frequency of use ofFace-to-face events & meetings; Forums & networks; Online events and support; Telephonecommunication (all p<0.01); and Consultations & visits by RSC staff (p<0.001). All were usedmore 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: Consultations & visits by RSC staff 17 3 1 Face-to-face events & meetings 17 3 1 Forums & networks 14 7 1 e-communications 11 10 1 Online events and support 8 9 Telephone communication 12 5 1 Bespoke training 12 4 1 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherThere were insufficient data for valid testing of potential differences from the UK average for anymethod.Figure 3.13.5 Strategic advice on the use of technology to help increaseorganisational efficiencies and effectiveness – frequency of use Business Processes 7 4 8 Procurement 1 2 5 11 Shared Services 4 6 5 4 E-progress review 6 4 3 6 Other use of technology 1 1 1 7 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allThere were insufficient data for valid testing of potential differences from the UK average in anycategory.JISC RSC CSS 2011 82 Northern Ireland

Figure 3.13.6 Strategic advice on the use of technology to help increaseorganisational efficiencies and effectiveness – satisfaction with support received Business Processes 5 5 Procurement 6 3 Shared Services 9 4 E-progress review 10 3 Other use of techology 5 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied SatisfiedThere were insufficient data for valid testing of potential differences from the UK average in anycategory.Figure 3.13.7 Learning and teaching – frequency of use Classroom, distance and mobile learning 3 7 3 3 Content Management 2 6 2 7 Assessment 2 5 3 6 Staff Development 6 6 2 3 Other learning & teaching 1 1 1 4 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allStatistically significant differences from the UK average were found in the frequency of use ofsupport for Staff development, which was used more often than average (p<0.05). There wereinsufficient data for valid testing in the other categories.Figure 3.13.8 Learning and teaching – satisfaction with support received Classroom, distance and mobile learning 8 4 2 Content Management 9 3 1 Assessment 7 4 1 Staff Development 11 3 2 Other learning & teaching 5 1 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherJISC RSC CSS 2011 83 Northern Ireland

There were insufficient data for valid testing of potential differences from the UK average in anycategory.Figure 3.13.9 Advice on sustainable business and learning practices – frequencyof use Inclusivity 1 5 3 9 e-Safety 1 3 3 11 Green computing 6 3 9 Other sustainability 2 10 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Frequently Occasionally Rarely Not at allThere were insufficient data for valid testing of potential differences from the UK average in anycategory.Figure 3.13.10 Advice on sustainable business and learning practices –satisfaction with support received Inclusivity 6 1 1 e-Safety 6 1 Green computing 7 1 Other sustainability 3 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very satisfied Satisfied NeitherThere were insufficient data for valid testing of potential differences from the UK average in anycategory.JISC RSC CSS 2011 84 Northern Ireland

Figure 3.13.11 Employer engagementFrequency of use Satisfaction with support received Very Frequent, satisfied, 3 5 Occasion Not at all, ally, 4 10 Satisfied, 3 Rarely, 1There were insufficient data for valid testing of potential differences from the UK average foreither frequency of use or satisfaction with the support received.Figure 3.13.12 Overall, how satisfied are you with the services and supportprovided by your local JISC RSC? Very satisfied, 15 Dissatisfied, 1 Satisfied, 2There were insufficient data for valid testing of potential differences from the UK average.JISC RSC CSS 2011 85 Northern Ireland

4 SummaryA total of 1,654 responses were received to the survey. Response rates overall are estimated at13%. 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 andWork-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% satisfiedwith the services they receive. Only four respondents were dissatisfied, and nine verydissatisfied overall with the services and support provided.There were clear associations throughout between satisfaction levels and frequency of use, withmore frequent users tending to be more satisfied with the services and support they received.4.1 Support and communication methodsE-communications are the most frequently used method for support and communication; just7% of customers do not use this. Bespoke training is the least used - overall two-thirds ofcustomers have not used this at all.Use of the various methods of communication varies by type of learning provider. FE andindependent specialist colleges make more use of consultations and visits than other types oflearning provider. Other learning providers and HEIs make less use of face-to-face events andmeetings 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 iscomplex, but in broad terms, those in teaching roles communicate less frequently with theirRSC by any method, while those in staff development, learning resources and managementand leadership roles tend to communicate more frequently with their RSC using a variety ofmethods.4.2 Key areas of JISC supportStrategic advice on the use of technology to help increase organisational efficiencies andeffectiveness in the four topic areas of E-progress review, Shared services, Procurement andBusiness processes was used by between 25% and 35% of customers.Almost 60% of customers use support for Staff development, and half for Classroom, distanceand mobile learning. Support for Assessment and Content management were each used byaround one third of customers.Customers in FE colleges, Adult & community based learning, and Independent specialistcolleges were more likely to use support for staff development than those in other types oflearning provider.JISC RSC CSS 2011 86 Summary

Not surprisingly, those in staff development roles were more likely to use support for Staffdevelopment. Together with those in management and leadership roles, they were also morelikely 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, onethird 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 customersusing advice in this area.4.3 Value of JISC supportThe majority of customers clearly value the service, with just six percent of respondentsindicating that, for them, the value was limited. Valuable aspects of the service which werementioned repeatedly include keeping up-to-date with developments, providing support notavailable elsewhere, and providing training and networking opportunities.Topics where future support was thought necessary by relatively large numbers of respondentsincluded staff development, e-learning, VLEs, and strategic planning. Almost one in tenrespondents did not mention anything specific, but wanted services to continue much as atpresent.4.4 Regional resultsThere were extensive differences in both frequency of use and satisfaction levels between theregions. As users can (and do) use more than one RSC, the regional analysis compared eachregion to the UK average. Both London and Yorkshire and Humber had below average levels ofoverall 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 thanaverage, but used Online events and support, and Telephone communication more frequently.They sought advice on Business processes, Procurement and E-progress review morefrequently 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 eventsand support, more frequently than average. They were less satisfied than average with theConsultations and visits by RSC staff received, however, and also less satisfied than averagewith Telephone communications. They were more satisfied than average with the supportreceived for Employer engagement.Customers of RSC London use Online events and support less frequently than average, andare 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.JISC RSC CSS 2011 87 Summary

Customers of RSC Eastern are more likely to use advice on Business processes than the UKaverage.Customers of RSC East Midlands are less likely to be satisfied with the Bespoke trainingreceived than average. They use support for Classroom, distance and mobile learning lessfrequently than average, and are less satisfied than average with the advice received onInclusivity, e-safety, and Green computing.Customers of RSC West Midlands use Face-to-face events and meetings less frequently thanaverage, and are less satisfied with the Forums and networks, and Online events and supportthan average.Customers of RSC Yorkshire and Humber use Consultations and visits by RSC staff, e-communications, Online events and support, and Telephone communication less frequentlythan 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 Otheruse of technology, and less satisfied with the advice received on Shared services. They usesupport for Content management and Assessment less frequently than average, and also seekadvice on Green computing less frequently than average.Customers of RSC North West use Consultations and visits by RSC staff, Face-to-face eventsand meetings, Online events and support, Telephone communications and Bespoke trainingmore 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 morefrequently than the UK average – advice on Business Processes, Procurement, Sharedservices and E-progress review; support for Classroom, distance and mobile learning, Contentmanagement, Assessment, and Staff development; and advice on Inclusivity and e-safety; andon Employer engagement. They are also more satisfied than average with some of theseservices – support for Content management, Assessment and Staff development, and adviceon e-safety.Customers of RSC Northern use Face-to-face events and meetings, and Telephonecommunication, more frequently than average. They seek advice on e-safety more frequentlythan average, and are more satisfied than the UK average with the advice they receive on thistopic.Customers of RSC Wales use consultations and visits by RSC staff less frequently than the UKaverage. They are more satisfied than average with the Bespoke training received. They seekadvice 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 UKaverage. They seek support on Assessment, and advice on Inclusivity more frequently thanaverage.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 lessfrequently than average, but e-communications more frequently. They are also more satisfiedthan average with e-communications. They use advice on Business processes, Procurement,JISC RSC CSS 2011 88 Summary

Shared services and E-progress review less frequently than the UK average. Support forClassroom, mobile and distance learning, Content management, Assessment and Staffdevelopment, is used frequently by more respondents than the UK average, but is also notused at all by more respondents than the UK average. Advice on e-safety is used less thanaverage.Customers of RSC Northern Ireland use Consultations and visits by RSC staff, Face-to-faceevents and meetings, Forums and networks, Online events and support, and Telephonecommunications more frequently than the UK average. They also seek support for Staffdevelopment more frequently than average.JISC RSC CSS 2011 89 Summary

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