IT Services Staff Survey Action Plan 2025
Welcome to the IT Services Staff Survey Action Plan for 2025.
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 Social Connection, Learning and Development, Leadership and Feedback & Recognition.
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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Develop a consistent approach to feedback and recognition across ITS. At a local level (AD level), introduce mechanisms to highlight achievements across the University (e.g., monthly spotlight in ITS communications, recognition at All Staff meetings).
At AD level, each area will identify local recognition practices (e.g., peer-nominated awards, team shout-outs, thank-you boards) to celebrate contributions in a timely and meaningful way
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Staff survey results show improvement in recognition scores
Examples of recognition regularly shared in ITS-wide comms
AD areas report visible local recognition activities.
March 2026
The ITS overarching Action Plan sets the overall commitment (everyone gets recognised, achievements are shared).
ADs take ownership of how recognition happens locally (so it feels relevant and not top-down).
Staff see both University-wide recognition and appreciation from their immediate teams
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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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Improve communication channels between QMUL Senior Leadership and all colleagues in the ITS department, by ensuring that key messages such as the SET Read out, and updates are shared promptly across ITS through established communication channels(e.g. departmental meetings, newsletter, email updates).
Incl. ITLT read outs.
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Staff Survey 2026 shows improved awareness of senior leadership decisions and priorities.
Key updates are consistently circulated within one week of leadership meetings
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March 2026
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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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Succession Planning - Resume and strengthen succession planning activity to ensure continuity in key roles and strengthen career pathways
- Revisit the succession planning work previously started, identify gaps, and update the framework.
- Engage managers to identify potential successors for critical roles and map development needs.
- Establish a monitoring process to track progress and review succession plans annually
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Succession plans documented for critical roles.
Increased confidence among staff that career development and future opportunities are being considered.
Improved staff survey feedback on career opportunities.
Annual review in place
February 2026
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Reintroduce Personal Development Plans (PDPs) to embed structured career and skills development
By December 2025, provide guidance and support to line managers on using PDPs, ensuring they:
- Discuss development goals with staff at appraisal time,
- Capture agreed actions in PDPs,
- Share plans with staff, and
- Review progress during one-to-one meetings.
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All staff have an up-to-date PDP following their appraisal.
Line managers demonstrate regular PDP reviews in one-to-ones.
Positive staff feedback on development conversations in the next survey.
February 2026
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Shadowing Programme - Embedding and Increasing Visibility
Actively promote the existing shadowing programme (via intranet, staff briefings, newsletters, and team meetings)
Encourage line managers to discuss shadowing as part of appraisals and one-to-ones, and share positive staff experiences to drive engagement
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Greater awareness of the programme
Increase in staff taking part compared to last year
Staff survey feedback shows improved confidence in career development opportunities
March 2026
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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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Establish a Working Party to explore the process of donating recycled laptops to local schools. This will involve working with local schools, community partners, Stones, and other suppliers.
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Working Party established with clear terms of reference
Pilot donation process agreed
First batch of recycled laptops successfully donated to a partner school
March 2026
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Continuation of 24/25 Action:
Increase awareness of Social Mobility- Phillipa Lloyd, Vice-Principal fo to attend an upcoming All Staff meeting to speak on QMUL Social connection
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Phillipa Lloyd attended an ITS All Staff Meeting on the 2nd September to share the work of the Enabling Plan - Maximising Impact and Income; Leading in East London and Stratgic Employer Engagement
The visibility of the Enabling Plan will continue with links on the ITS Intranet site for staff to keep abreas of progress and developments in this area
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