Professional services staff digital experience insights survey 2021/22: UK further education findings

Working towards a balanced future

Being fully back on campus during the 2021/22 academic year was a welcome relief after persevering through the series of lockdowns caused by COVID-19 and the challenges they created. The further education sector can be proud of its resourcefulness and resilience over the last few years. Face-to-face provision and support remains the bedrock of further education, but time and practice doesn’t stand still and we cannot ignore the advantages that new ways of working introduced, nor should we gloss over the things that haven’t worked so well or caused discomfort.

Our findings from the 2021/22 digital experience insights survey of professional services staff will help us to take stock of the challenges that staff faced, to better understand their experiences and to explore the possibilities for new efficiencies and improved ways of working.

Key findings

• Being able to work in a relaxed and disruption-free environment was beneficial for many but didn’t suit all staff all of the time. 71% of respondents reported working on campus during the survey period but 57% said they worked at least some of that time from home. A similar percentage (58%) said that they would prefer to adopt a mixed approach with the flexibility to work both online and on campus in the future
• Less than half of staff (44%) experienced problems when working online although 26% cited poor wifi as a problem and 18% said that they couldn’t access the systems they needed
• 67% said that they were supported to access online platforms and services when off site and 71% agreed that they were communicated with effectively online
• While most staff had access to either a desktop computer (74%) or a laptop (69%), not all staff felt they were provided with devices of the right specification to meet the demands of their roles; or had access to all the equipment they needed (smartphones, additional screens, microphones or peripherals or support with appropriate work stations). Some reported having to provide their own equipment at their own expense which raises issues of equity and also data security
• 76% of staff rated the support they received to work effectively online as above average (best imaginable, excellent or good) although only slightly more than half (52%) agreed they were provided with guidance about the digital skills needed for their job role, and only 30% agreed they were provided with an assessment of their digital skills and training needs. Just 18% felt they were rewarded and recognised for their digital skills

The full report gives a detailed analysis of our findings and guidance on how colleges can address the issues raised.