IT Services Staff Survey Action Plan 2024
Welcome to the IT Services Staff Survey Action Plan for 2024.
Following valuable feedback from the recent Staff Survey, the IT Business Management team initiated a series of focus groups to explore key themes raised within the ITS Staff department. These focus areas include Action, Behaviours, Social Connection, Service Quality and Focus, and Work-Life Blend.
After thoughtful discussions, an action plan was developed, outlining specific steps and initiatives designed to address these concerns. Various actions have been assigned to individuals across the IT department to ensure measurable progress.
For a detailed summary of actions and the corresponding measurements of impact, please refer to the focus areas listed below (accordion). For live updates and ongoing tracking of our progress, please access the action plan via the linked spreadsheet below.
We are committed to continuously improving and enhancing the IT Services experience for all staff, and your feedback plays a crucial role in driving these positive changes.
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Summary of actions/mitigations relating to each key focus area including dates. |
Measures of impact including timelines |
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Enhance visibility of the ITS Staff Action Plan by creating an area on the ITS Intranet where the latest version of the updated plan will be visible. |
This will enable staff to have full visibility and to allow staff to track progress against the actions.
Will allow staff to provide feedback.
Ongoing
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Regular update at All Staff Meetings |
This will enable staff to have full visibility and to allow staff to track progress against the actions.
Will allow staff to provide feedback.
Ongoing
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Summary of actions/mitigations relating to each key focus area including dates. |
Measures of impact including timelines |
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Communicate and promote ‘Report and Support’ tool.
HR representative to attend an All Staff meeting to speak on this topic and the support available.
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Pulse Survey
Report and Support reporting
2025 Staff Survey results.
February 2025
May 2025
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Deliver training to All Staff on how behaviours are perceived through:
- Role playing
- 360 feedback
- Conflict resolution training
- Bystander Training and Other methods of delivery.
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Pulse Survey
Report and Support reporting
2025 Staff Survey results.
February 2025
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Summary of actions/mitigations relating to each key focus area including dates. |
Measures of impact including timelines |
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Gather feedback on what our customers think about the service we provide, through surveys, interviews, polls, informal conversations.
Make use of other surveys currently in place i.e. Service Desk, FRM's
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When customers see that their feedback is taken seriously and leads to improvements, they feel more valued, and their perception of the service improves.
February 2025
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Highlight positive customer experiences through testimonials, case studies, and success stories.
Share these on the ITS website, social media, and marketing materials
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Positive testimonials and case studies build credibility and trust, reinforcing the perception that IT Services service is reliable and valuable.
February 2025
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Summary of actions/mitigations relating to each key focus area including dates. |
Measures of impact including timelines |
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Implement a responsible e-waste management program. This includes recycling old hardware, donating usable equipment to local schools or nonprofits, and working with certified e-waste recyclers.
Work with current Recycling supplier
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Reduce environmental harm from e-waste and support the community by providing resources to those in need.
March 2025
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Communicate and direct staff to information on what Queen Mary are doing in terms of Social Responsibility.
Phillipa Lloyd to attend an upcoming All Staff meeting to speak on QMUL Social connection
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Staff are aware of the work being undertaken by the University and where to receive regular updates
November 2024
May 2025
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Summary of actions/mitigations relating to each key focus area including dates. |
Measures of impact including timelines |
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Promote a Healthy Work Culture
- Managers and leaders should model work-life balance by taking their own time off and setting boundaries between work and personal life to encourage a work-life balance for their staff
- Managers to ensure that employees have manageable workloads and realistic deadlines by setting SMART Objectives at appraisal and 1:1's
- Managers to hold regular catch ups with their staff to discuss workload, challenges and support needed to maintain balance
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Pulse Survey
2025 Staff Survey Results
February 2025
May 2025
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Communicate and promote QMUL's:
- Mental Health First Aiders
- Employee Assistance Programme
To encourage staff to use these services if required
Training for Managers on recognising Stress in the Workplace
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Pulse Survey
2025 Staff Survey Results
February 2025
May 2025
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"Promoting work-life balance by ensuring a well-distributed allocation of annual leave throughout the year."
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2025 Staff Survey Results
May 2025
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