Report

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

5,413 professional services staff from 19 UK higher education organisations participated in our annual digital experience insights survey, which took place between November 2021 and June 2022.

Digital experience insights professional services staff survey report cover

Flexible working is here to stay – let’s make it work for all

Perhaps one of the biggest changes for professional services staff in recent years was the forced requirement to work remotely for extended periods of time. This has surfaced new opportunities and potential efficiency gains in the way universities conduct business processes and practices. It also introduced the possibility of home-working for many who had previously not had that opportunity and highlighted some challenges that need to be addressed.

Survey data like this is invaluable in helping to shape the future of work, inform strategic planning and to monitor and manage changing practices. This is relevant not just for university professionals but for the wider professional workforce.

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. 86% of respondents reported working from home during the survey period and 48% worked at least some of that time on site. Despite issues, 62% of staff would prefer to adopt a mixed approach with time split between online and on campus in the future
  • Less than half of staff (45%) experienced problems when working online although 30% cited poor wifi as a problem and 18% said that they couldn’t access the systems they needed
  • 71% said that they were supported to access online platforms and services when off site and 65% agreed that they were communicated with effectively online
  • While most staff had access to either a laptop (88%) or a desktop computer (46%), 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
  • 71% of staff rated the support they received to work effectively online as above average (best imaginable, excellent or good) although less than half (44%) agreed they were provided with guidance about the digital skills needed for their job role, and only 18% agreed they were provided with an assessment of their digital skills and training needs. Just 10% felt they were rewarded and recognised for their digital skills

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

Download the full report (pdf)

Jisc’s 2022/23 digital experience insights surveys for students, teaching staff, professional services staff and researchers are now open – find out how you can get involved.

About the author

Clare Killen
Clare Killen
Senior consultant

I work in the business intelligence unit at Jisc, primarily on the digital experience insights surveys for students, academic staff and professional services staff. The focus is on supporting members across further and higher education to enrich their student experiences by providing powerful data to inform strategic planning and investment.