Agenda Item No


The Vale of Glamorgan Council


Scrutiny Committee (Corporate Resources): 20th December, 2011


Report of the Director of Finance, ICT & Property


Customer Satisfaction Survey


Purpose of the Report

1.             To inform members of the results of the bi-annual customer satisfaction survey of ICT users.


That members note the contents of this report.

Reasons for the Recommendations

To ensure members are aware of the current high satisfaction levels with the ICT Service.


2.             The ICT Service is required to carry out a customer satisfaction survey of its users every two years and has recently completed the survey for this year and analysed the results.

3.             The ICT Service supports approximately 2000 internal staff and elected members with about 1800 PC’s and laptops, 40 Unix servers and 132 windows servers, over 200 applications, 200 printers, 1000 mobile phones and 2300 telephone extensions in over 200 locations.

4.             Over 300 responses were received following an invitation to take part in the survey that was advertised on StaffNet.

5.             The full survey results are attached for information at appendix “A”

6.             The responses received indicated a high level of customer satisfaction with the services provided, however there is always room for improvement and the feedback from those who responded to the survey has been taken on board. 

Relevant Issues and Options

7.             Staff were asked to respond to the questions in the survey document and a few of the main questions and responses have been included here for your information.

8.             “Please give your perception of the overall quality of service offered by the ICT Section” 25% said it was excellent, 56% said it was very good and 19% said it was ok, with no one responding negatively at all to this question.

9.             “How important is the ICT Service to you” 49% said they couldn’t do without it, 40% said it was very important and the remaining 11% said it was fairly important.

10.        “The systems provided by the ICT Service meet my needs effectively” 21% strongly agreed, 60% agreed, 13% were neutral and only 6% disagreed.

11.        “My problems are dealt with efficiently by the ICT Service Desk” 30% strongly agreed, 58% agreed, 9% were neutral and only 3% disagreed.

12.        The survey included an area for staff to provide comments and these have been included in the appendices.

13.        The results will be placed on StaffNet together with feedback from the survey about areas where we still need to improve.

14.        Some concerns were raised about the customer care aspects of the service desk and the need to provide more cover out of normal working hours and during busy periods.

15.        One comment regarding a request for users to reset their own passwords will be implemented within the next six months.

16.        The proposed corporate technology refresh for desktops should resolve the comments regarding old and slow computers.

17.        A number of concerns were raised around the need for more flexible working which should be addressed by the new Smarter Working Policy.

Resource Implications (Financial and Employment)

18.        Given the current financial climate and the loss of staff over the last year it may be difficult to maintain the current high level of customer satisfaction with diminishing resources.

19.        However the survey was carried out after the staff reductions had taken place and it is encouraging that the users still found the service provided to be very good.

Legal Implications (to Include Human Rights Implications)

20.        There are no legal implications that arise as a result of this report.

Crime and Disorder Implications

21.        There are no crime and disorder implications that arise as a result of this report.

Equal Opportunities Implications (to include Welsh Language issues)

22.        There are no equal opportunity implications that arise as a result of this report.

Corporate/Service Objectives

23.        To deliver cost effective support and service desk function to monitor performance, meet customer needs and communicate effectively.

Policy Framework and Budget

24.        For information only.

Consultation (including Ward Member Consultation)

25.        All members of staff were invited to take part in this survey.

Relevant Scrutiny Committee

26.        Corporate Resources

Background Papers

Customer Satisfaction Survey

Contact Officer

David Vining

Officers Consulted

312 members of staff completed the survey

Responsible Officer:

Sian Davies