2013 Annual HEITS Survey (2011/2012 data)

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1 2013 Annual HEITS Survey (2011/2012 data) I would like to invite you to take part in this year s Higher Education Information Technology Statistics (HEITS) Survey. Institutions who participate in the HEITS 2011/12 survey will be entered into a prize draw for a full conference package for one delegate at a UCISA event. (Terms and conditions apply. Please note that this prize does not include travel or additional accommodation). There are no new questions in the survey this year. However in response to feedback we have revised the guidance notes and added optional free text fields for additional supporting commentary in the Tier 1 questions. In response to feedback we have also created a JISCMaillist, so that people who are filling out returns for their institution can askquestions and request clarifications, and see how others have approachedanswered questions or derived figures. The format of the survey is in two distinct parts. The first set of questions will provide simple metrics which will enable immediate comparisons between universities and colleges to be made. This is Tier 1 of the questionnaire. This part of the survey, which will provide data on basic key performance indicators, will be made available to HESA. It should, therefore, be completed by the Director of IT. There are 29 questions in Tier 1. The questions in Tier 1 all relate to the academic year 2011/12 so responses should reflect the position at the end of that year. We would like to encourage all institutions to fill in Tier 1 as minimum. Please do not leave any questions blank. In particular, please record: 'n/a' (not applicable) if the activity is not performed by your Central IT/IS department; 'n/k' (not known) if the activity does occur but is not counted in this way. If a response is counted under another question please indicate where; Nil, 0 if the activity does occur but the count is zero for the 2011/12 academic year. After each subset of questions there will be the opportunity to add further commentary, if you consider that it is required. Directors who wish to drill down to the next stage of more detailed questions and complete them (or ask staff to complete them on their behalf by forwarding on the survey link) will then be able to make more meaningful benchsharing comparisons with other institutions. This is Tier 2. For example, an institution could simply answer yes to Do you have a 24/7 student support for IT? in Tier 1 but an IT Director who was interested in helpdesks could also drill down further to answer questions on outsourcing student support, and whether, for example, the helpdesk fixes students own laptops in Tier 2. I hope that you will take the time to complete the survey. Of course, the bigger the data set UCISA receives, the more useful the survey is, but Directors may choose to answer all of Tier 2, some of Tier 2 or none of it. The survey will remain open until noon on Friday 28 June. Colleagues in different departments can complete different sections of the survey at the same time. However all parties will need to ensure that data is saved correctly upon exiting. Responses can be added or amended any time before noon on Friday 28 June A pdf document showing all survey questions can be found on the UCISA website; this may be useful if colleagues are working on the HEITS return collectively.

2 If you do need any further assistance please contact Anna Mathews Regards Peter Tinson Executive Secretary Please select which area you would like to fill in Tier 1 - Policy and provision questions (to be answered by the Director) Tier 2 - Networking services Tier 2 - Corporate Information Systems Tier 2 - Support Services Tier 2 - Infrastructure/Core IT Systems Tier 2 - Procurement Tier 2 - Staff Development

3 2013 Annual HEITS Survey (2011/2012 data) Please return data for the 2010/11 academic year. The financial end point for the 2011/12 academic year was 31 July Colleagues in different departments can complete different sections of the survey at the same time. However all parties will need to ensure that data is saved correctly upon exiting. Responses can be added or amended any time before noon on Friday 28 June A pdf of all survey questions can be found on the UCISA website; this may be useful if colleagues are working on the HEITS return collectively. If you need any further assistance please contact Anna Mathews Your details Name (Director) Institution TIER 1 - POLICY AND PROVISION QUESTIONS To be answered by the Director We would like to encourage all institutions to fill in Tier 1 as minimum. Please do not leave any questions blank. In particular, please record: 'n/a' (not applicable) if the activity is not performed by your Central IT/IS department; 'n/k' (not known) if the activity does occur but is not counted in this way. If a response is counted under another question please indicate where; Nil, 0 if the activity does occur but the count is zero for the 2011/12 academic year. 1. Which of the following best describes your organisational structure? Merged academic computing service and library Academic computing service and library are under joint line manager, but the services are not functionally merged Separate academic computing service and library

4 2. Which mission group is your institution part of? 1994 Group Million + Russell Group University Alliance GuildHE Other ne of the above t known 3. What percentage of students is taught collaboratively in institutions other than your own? (UCISA will obtain the total number of UG and PG student FTEs and staff FTEs for your institution from HESA). Percentage 4. Which of the following units are part of the IT department at your institution? (select all that apply) Student support and student training Staff support Desktop development Business systems development/business improvement Corporate Information Systems Networking Infrastructure/Core IT Systems Classroom Support/AV/Media unit E-learning/learning technologies support unit Project Office Telephony IT procurement

5 5. The central IT department is responsible for: All IT services and infrastructure across the institution Student IT services within the IT services department and central admin staff support IT services and infrastructure with no staff support 6a. Total number of fixed student workstations available across the whole institution? Number t known 6b. Total number of laptops available for loan by students across the whole institution? Number t known 7a. Total number of fixed student workstations which are the responsibility of the central IT department(s)? Number t known 7b. Total number of laptops available for loan by students which are the responsibility of the central IT department(s)? Number t known 8. Per academic year, what is the potential workstation utilisation availability (number of hours) in student computer rooms for workstations that are the responsibility of the Networking team and/or the central IT/IS department(s)? (Text changed from HEITS 2011 survey to indicate that survey respondents should enter potential rather than actual utilisation. For a worked example hover over question 8) Number of hours t known 9. Do you have a 24/7 student support for IT?

6 Optional field for additional commentary on questions What was the estimated overall institutional IT/IS spend in the 2011/12 academic year? (For guidance please hover over question 10) t known 11. What was the overall recurrent central IT spend in the 2011/12 academic year? (For guidance please hover over question 11) Staff costs n-staff expenditure Total recurrent spend 12. What was the overall capital spend on IT projects in the 2011/12 academic year? (For guidance please hover over question 12) Internal staff costs External staff costs Total capital spend on staff n staff costs Total overall capital spend on IT projects Optional field for additional commentary on questions 10-12

7 13. Which of the following services are delivered through outsourced/ shared service mechanisms? (Please select all that apply) Student Student storage Staff Staff storage Out of hours student IT helpdesk/advisory service filtering Data centre Backup storage 14. Which, if any, of the following services in your institution are depend on an open source? Wholly dependent Partially dependent t dependent Our VLE Staff Student Operating systems (eg Linux) If there are any other services dependent on open source, please list Wholly dependent Partially dependent 15. Is the IT Director a member of the institution s senior management team?

8 16. How is IT strategy determined at your institution? By Head of IT through delegated authority Proposals made by the IT department to the University s Senior Management Team (SMT)/governing body Decided by the University s SMT By an institutional IT strategy/governance committee 17. Outline the mechanism for authorising an IT project within your institution? By Head of IT through delegated authority With input from the University s SMT By institutional project board By institutional strategic planning group/committee 18. Who does the Head of IT report to? Vice-Chancellor or equivalent Pro-Vice Chancellor Deputy Vice Dean Chief Operating Officer University Registrar and/or Secretary Chief Information Officer/Director of Information Services

9 19. How would you describe the IT s department s link with library services? A conjoined service Separate entities but our functions are formally linked Separate entities with the same reporting lines Separate entities with different reporting lines Optional field for additional commentary on questions Which standards have been implemented or are currently being implemented within the central IT department or across the institution? Central IT dept Institution PRINCE2 PRINCE2 LITE or variant ITIL ISO27001 Information Security Standard Investors in People ISO20000 Other If you have selected other, please could you list the standards implemented for Central IT dept Institution

10 21. What is the performance of the IT department measured against? (Please select all that apply) The Service Level Agreement (SLA) Last year s annual report External satisfaction survey e.g. National Student Survey Internal satisfaction survey Strategic objectives It is not measured 22. Does the central IT department have a Service Level Agreement? If yes, is your SLA publicly available to all staff and students? 23. Is the IT department s power consumption measurable?, everything is measurable Only the power consumption of the data centre or centres is measurable The IT department s power consumption is partially measurable 24. Are recouped and identifiable energy savings either partly or fully returned to the IT budget?, partly, fully Savings are not returned 25. Are you using, or in the process of implementing, power management software over a management console?, in use, in the process of implementing

11 26. Please indicate the extent to which the IT department is involved in your institution's wider green strategy Involved at a strategic level (IT and the IT department is recognised as having a significant part to play in the university s green policy) Involved in an ad-hoc, informal way t involved Optional field for additional commentary on questions Does your institution have a specialist networking team? (if no, please go to Q28) If yes, how many FTE staff are employed in the networking team? Number What functions does your institution s specialist networking team have responsibility for, in addition to network connectivity and maintenance of the network infrastructure? Storage Telephony Residential ICT services

12 Please provide estimated details of the recurrent expenditure during the 2011/12 academic year on the following areas which may be attributable to the services provided by the networking team: Hardware purchases Software purchases Hardware maintenance Software maintenance Consultancy and training Optional field for additional commentary on Q Does your institution have a specialist infrastructure/core IT Systems team? (if no, please go to Q29) If yes, how many FTE staff are employed in the infrastructure/core IT Systems team? (For guidance please hover over question 28) Number What functions does your institution s specialist infrastructure/core IT Systems team have responsibility for? Software licensing Disaster recovery/business continuity arrangements High Performance Computing Authentication/Access and identity management Server operation Desktop management Web services Data storage

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14 Please provide estimated details of the recurrent expenditure during the 2011/12 academic year on the following areas which may be attributable to the services provided by the specialist infrastructure/core IT Systems team: Software licences Hardware maintenance Hardware replacement Business continuity/disaster recovery arrangements (including offsite backup arrangements) Data centre Outsourced services Consultancy and training Optional field for additional commentary on Q Does your institution have an e-learning/learning technologies support unit? (if no, please continue to the next page) If yes, how many FTE staff are employed in the e-learning/learning technologies support unit? Number What functions does your institution s e-learning/learning technologies support unit have responsibility for? (select all that apply) VLE Module development Consultancy and training Support and development of learning with mobile devices

15 Please provide estimated details of the recurrent expenditure during the 2011/12 academic year on the following areas which may be attributable to the services provided by the e-learning/learning technologies support unit: Software licences Hardware purchase VLE hosting Consultancy and training Is the e-learning/learning technologies support unit? Part of the IT department Separate but with strong, formal links to the IT department An entirely separate entity Within the Information Services portfolio Optional field for additional commentary on Q 29 Optional field for general comments (non-hesa institutions should provide their FTE students, the percentage of postgraduate and part-time students, FTE academic staff and total institutional expenditure figures here if available) Thank you for completing Tier 1. Please use the buttons to save and exit, or to save and go on to the next section (Networking Services). Page 2 of 8

16 2013 Annual HEITS Survey (2011/2012 data) TIER 2 - BENCHSHARING QUESTIONS Director to answer or to forward questions on to specialist teams to complete Please return data for the 2011/12 academic year. The financial end point for the 2011/12 academic year was 31 July Colleagues in different departments can complete different sections of the survey at the same time. However all parties will need to ensure that data is saved correctly upon exiting. Responses can be added or amended any time before noon on Friday 28 June A pdf of all survey questions can be found on the UCISA website; this may be useful if colleagues are working on the HEITS return collectively. If you need any further assistance please contact Anna Mathews Networking Services 30. Do you use Eduroam? If yes, do you use Eduroam as your principal method of wireless connection across campus? 31. Do you provide non Eduroam guest access to wifi? 32. Do you allow unregistered access to wifi? 33. What percentage of the built environment of your campus has wifi access? Percentage

17 34. If your is not wholly outsourced, how many server/server sets are there in your institution? One central server/server set for the whole institution, supported exclusively by the networking team One central server/server set for the whole institution, supported by the networking team Some (under 3) departmental servers exist in the institution, central servers supported (in whole or in part) by the networking team Several (4 or more) departmental servers exist in the institution, central servers supported (in whole or in part) by the networking team Other, please specify 35. Do you have a mail storage quota limit for students? (please go to Q36) If yes, please state Internal limit Outsourced limit 36. Do you have a smartcards and/or a swipe ID card system? (please go to Q37) If yes, what do you use it for? (Please select all that apply) Catering Access to buildings Attendance monitoring Library Print/photocopy payment 37. Do you have a system for sending text messages to students?

18 38. Do you have a digital signage system? (please go to Q39) If yes, what do you use it for? Urgent messages Promotions 39. Does your institution have VOIP? (please go to Q40) If yes, what percentage of the university has VOIP? < 50% 50-70% > 70% 40. How is your data centre provisioned? (Please select all that apply) One or more data centre accommodated within the institution One or more data centre provided by commercial company Co-located space in another HEI Thank you for completing the Networking Services section of the survey. Please use the buttons to save and exit, or to save and go on to the next section (Corporate Information Systems). Page 3 of 8

19 2013 Annual HEITS Survey (2011/2012 data) TIER 2 - BENCHSHARING QUESTIONS Director to answer or to forward questions on to specialist teams to complete Please return data for the 2011/12 academic year. The financial end point for the 2011/12 academic year was 31 July Colleagues in different departments can complete different sections of the survey at the same time. However all parties will need to ensure that data is saved correctly upon exiting. Responses can be added or amended any time before noon on Friday 28 June A pdf of all survey questions can be found on the UCISA website; this may be useful if colleagues are working on the HEITS return collectively. If you need any further assistance please contact Anna Mathews Corporate Information Systems 41. Do you have one central content management system at your institution? 42. Do you have portals for? Staff Students Applicants Alumni Business partners 43. Are your portals linked to your institution s corporate information systems? 44. Can your institutional portal interact with megaportals such as igoogle or MSN?

20 45. Do you have an institution-wide Customer Relationship Management system? 46. Do you have Identity Management processes and a supporting application in place? 47. Is there one single student record system in use across your institution? 48. How are management information systems linked to statutory returns? Fully linked reporting We make manual returns on an ad-hoc basis 49. Does your institution have a specific policy for staff requiring access sensitive data in CISs such as personal details of students from the student record system. (Text from HEITS 2011 survey: Do you have a policy for IT staff to access data in systems? Hover over question 49 for clarification.) 50. Do you have a campus-wide attendance monitoring system? (please go to Q52) If yes, is it used for all students?

21 51. Which, if any, administration departments provide first line support for business applications: Finance HR Registry and student records Estates Timetabling Thank you for completing the Corporate Information Systems section of the survey. Please use the buttons to save and exit, or to save and go on to the next section (Support Services). Page 4 of 8

22 2013 Annual HEITS Survey (2011/2012 data) TIER 2 - BENCHSHARING QUESTIONS Director to answer or to forward questions on to specialist teams to complete Please return data for the 2011/12 academic year. The financial end point for the 2011/12 academic year was 31 July Colleagues in different departments can complete different sections of the survey at the same time. However all parties will need to ensure that data is saved correctly upon exiting. Responses can be added or amended any time before noon on Friday 28 June A pdf of all survey questions can be found on the UCISA website; this may be useful if colleagues are working on the HEITS return collectively. If you need any further assistance please contact Anna Mathews Support Services 52. Is your class room support/av/media unit (media equipment loans, video conferencing support, classroom support, edit suites, media help desk etc) merged with your IT Support Service? 53. Do you have an equipment booking system for students? (please go to Q54) If yes, what equipment can be booked? (Select all that apply) Projectors/Display screens Laptops Digital cameras Digital video cameras PDAs

23 54. Do you have audio visual suites at your institution? (please go to Q55) If yes, does the central IT function support audio visual suites? 55. Do you have performance studios? (please go to Q56) If yes, does the central IT function support the performance studios?

24 56. What kind of training is centrally provided by the IT department for staff during the academic year? (select all that apply) (Please hover over question 56 for more guidance) Hours Basic office applications (wordprocessing, spreadsheets, ) Business systems (finance, HR) Specialist programmes for academic research (such as statistical packages) High Performance Computing (HPC) training Digital literacy Other IT training not covered by the categories above (select all that apply) Total hours 0 If you selected other above, please list 57. What kind of training is centrally provided by the IT department for students during the academic year? (select all that apply) (Please hover over question 57 for guidance) Total hours (select all that apply) Basic office applications (word-processing, spreadsheets, ) Specialist programmes (such as statistical packages) HPC training Digital literacy Other IT training not covered by the categories above Total hours 0

25 If you selected other above, please list 58. Please indicate IT support helpdesk availability as hours per year. (For guidance hover over question 58) Hours per year 59. Please indicate the number of IT helpdesk interactions per year, with one customer's query/incident equalling one item. (Text from HEITS 2011 survey: Please indicate the number of IT helpdesk interactions per year). Number 60. Please indicate the number of outsourced helpdesk hours per year Hours per year 61. Over the time frame of a year what percentage of reported incidents has your IT department resolved within one working day? Percentage 62. What service does your IT support help desk offer support for? (select all that apply) Students own lap tops (free or charged) Students own mobile devices inc. tablets and E-readers (free or charged) Linux Joined Systems ipads HPC/clusters Support for assistive technology Other (please specify) 63. Do you provide IT support services to your student union? 64. Are questions about IT included in your institution's student satisfaction surveys?

26 65. Does your institution have e-assessments? (For guidance hover over question 65) (please go to Q66) If yes, are they managed by the central IT and/or support services? 66. Do you have e-examinations? (For guidance please hover over question 66) (please go to Q67) If yes, are they managed by the central IT and/or support services? 67. How involved is the IT department in decisions regarding media hosting? Entirely an IT decision Made in conjunction with the institutional planning committee Made in conjunction with the institutional IT committee Made in conjunction with the e-learning unit (or similar) 68. How many institutionally-defined flexible learning spaces are there in your institution (in the library, for example)? (For guidance please hover over question 68) Number 69. How many of these institutionally-defined flexible learning spaces are managed by the IT department? Number 70. Does your institution give an allocation of free printing to all students? (please go to Q71)

27 If yes, please answer the below Total allocation per undergraduate student per year Total allocation per postgraduate student per year Total estimated annual cost for your institution to provide this 71. How many of centrally provided resources (space and facilities) are controlled by central timetabling? (This question relates to all resources controlled by central timetabling, not just those within the IS remit.) Number 72. How many of the centrally provided systems are controlled by departmental timetabling? Number 73. How regularly do you survey the centrally controlled space to determine the occupancy rate? Termly Annually We do not survey Other 74. Is your VLE? Provided and managed centrally with no external involvement Provided and managed centrally with out of hours support provided externally Hosted at our institution but upgrades and bug fixes are managed externally Hosted externally but upgrades and bug fixes are managed by IT Hosted externally with all upgrades and bug fixes managed by the hosting organisation. Other, please specify Thank you for completing the Support Services section of the survey. Please use the buttons to save and exit, or to save and go on to the next section (Infrastructure/Core IT Systems). Page 5 of 8

28 2013 Annual HEITS Survey (2011/2012 data) TIER 2 - BENCHSHARING QUESTIONS Director to answer or to forward questions on to specialist teams to complete Please return data for the 2011/12 academic year. The financial end point for the 2011/12 academic year was 31 July Colleagues in different departments can complete different sections of the survey at the same time. However all parties will need to ensure that data is saved correctly upon exiting. Responses can be added or amended any time before noon on Friday 28 June A pdf of all survey questions can be found on the UCISA website; this may be useful if colleagues are working on the HEITS return collectively. If you need any further assistance please contact Anna Mathews Infrastructure/Core IT Systems 75. Does your institution have a customisable single-sign on portal? 76. Do you use a service update system? (if no, please go to Q77) If yes, is it available to all staff and students? If yes, please indicate which methods are used (please select all that apply) Web page Twitter SMS Other, please specify 77. What is your institution s policy on shutting down accounts and for students when they graduate? (Select all that apply)

29 It is immediate Students retain accounts for a period after graduating Auto forwarding put in place addresses are retained or modified for alumni 78. Does your institution use High Performance Computing (HPC)? (please go to Q80) If yes, can your HPC facilities be accessed by students? 79. Do you provide data storage for research? 80. Do you use thin clients? (please go to Q81) If yes, Exclusively across the institution Some of the network is on thin clients 81. Do you have a document management system? (please go to Q82) If yes, to what extent is this integrated with your administrative systems?

30 82. Does your institution have a strategy for digital conversion of existing paper records? (please go to the next section) If yes, does this include digitisation of library resources? Thank you for completing the Infrastructure/Core IT section of the survey. Please use the buttons to save and exit, or to save and go on to the next section (Procurement). Page 6 of 8

31 2013 Annual HEITS Survey (2011/2012 data) TIER 2 - BENCHSHARING QUESTIONS Director to answer or to forward questions on to specialist teams to complete Please return data for the 2011/12 academic year. The financial end point for the 2011/12 academic year was 31 July Colleagues in different departments can complete different sections of the survey at the same time. However all parties will need to ensure that data is saved correctly upon exiting. Responses can be added or amended any time before noon on Friday 28 June A pdf of all survey questions can be found on the UCISA website; this may be useful if colleagues are working on the HEITS return collectively. If you need any further assistance please contact Anna Mathews Procurement 83. Does your institution have a policy for the lifetime of student workstations? Which of the below do you provide to students as part of their course study? 84. Laptops 85. PDAs 86. Tablets 87. E-readers 88. Do you have a central IT budget for the procurement of all IT equipment in your institution?

32 89. Is there any devolvement of the IT procurement budget to schools/faculties/departments? (please go to Q90) If yes, please add brief information here 90. Do you have a standard refresh cycle for desktop PCs? (please go to Q91) If yes, please indicate time in years Years 91. Do you have a standard refresh cycle for netbooks? (end of section, go to save) If yes, please indicate time in years Years Thank you for completing the Procurement section of the survey. Please use the buttons to save and exit, or to save and go on to the next section (Staff Development). Page 7 of 8

33 2013 Annual HEITS Survey (2011/2012 data) TIER 2 - BENCHSHARING QUESTIONS Director to answer or to forward questions on to specialist teams to complete Please return data for the 2011/12 academic year. The financial end point for the 2011/12 academic year was 31 July Colleagues in different departments can complete different sections of the survey at the same time. However all parties will need to ensure that data is saved correctly upon exiting. Responses can be added or amended any time before noon on Friday 28 June A pdf of all survey questions can be found on the UCISA website; this may be useful if colleagues are working on the HEITS return collectively. If you need any further assistance please contact Anna Mathews Staff Development 92. Does the IT department have formal input into the IT element of the institution s staff development programme? 93. Is the IT department s user support function formally linked to or part of those developing learning materials for use within taught courses? Please give an indication of the number of formal CPD hours devoted to training the IT department (that is, of its own staff). Hours 94. What are the three most important staff development/training topics for IT staff (for their own development)?

34 95. Does your institution have a formal personal development review programme? If yes, has it been implemented in the IT department?, it has been fully implement, partially implemented 96. Do you believe that accreditation is an important aspect of development and training for staff in the IT department (that is to say, their own accreditation)? Thank you for completing the Staff Development section of the survey. Please use the buttons to save and exit Page 8 of 8

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