2024/25 UK higher education professional services staff digital experience insights survey findings

The digital experience insights survey for higher education professional services staff took place between October 2024 and June 2025. Participating organisations were able to select their own survey period within these dates, typically a three to four week window.

There were 3,471 respondents from 18 different organisations. 12 of these were based in England, three in Scotland, two in Wales and one in Northern Ireland. These 18 organisations represent 5% of all higher education providers in the UK.

The highest number of responses from a single organisation was 599 staff. The mean number of responses was 193 per organisation and the median was 159 per organisation. One of the 18 organisations contributed fewer than 30 responses.

A survey indicating the digital experience of further education staff was run simultaneously and results can be found in our 2024/25 FE professional services staff report.

Through Jisc’s digital experience insights service, organisations can gain valuable data to inform strategic, operational and digital investment decisions, evidence year-on-year improvements and demonstrate return on investment. Organisations that take part have access to their own data to assess their unique situations as well as benchmarking data. Full information about the digital experience insights surveys is detailed on our information page.

Executive summary

Our 2024/25 digital experience insights survey for higher education professional services staff explored how digital technologies shaped their working practices, support, and development opportunities. Staff from 18 organisations across the UK shared their experiences, providing a detailed picture of the digital environment in which they operated, including digital infrastructure, access to devices and systems, the activities they undertook in their various job roles, and training provision.

This year’s survey shows that hybrid working remains the dominant model, with 60% of staff working across on campus and online environments. Preferences for hybrid work also remained strong (61%), reflecting the value placed on flexible modes of working for productivity and wellbeing. Most staff (76%) rated their digital working environment as above average, which represents a slight improvement on last year. However, challenges persisted. While remote access to systems generally worked well, many respondents reported issues with connectivity, access to applications, and workspace suitability.

Problems with wifi were the most common difficulty faced by professional services staff, affecting nearly half of respondents (48%), primarily on campus. Over a third (35%) said they lacked a private area to work, and the same proportion experienced difficulties accessing the systems they needed for their jobs. Although device-related issues have slightly declined in prevalence, 16% still reported having problems with unsuitable devices at some point during the year. These challenges may explain why many staff expressed concerns about unreliable systems and inconsistent support to resolve issues.

Despite these issues, staff recognised the benefits of digital technologies for flexibility, communication, and efficiency. Most agreed that technology improved their experience at work (79%) and was convenient for them (78%). The adoption of artificial intelligence tools has accelerated: 39% said that they used AI in their roles, up from 25% last year, and 30% reported being provided with AI systems by their organisation. However, comments revealed mixed feelings about the pace of AI integration and the adequacy of training and guidance around AI.

Support for digital skills development remains limited. While 69% rated overall support for effective working using digital technologies as above average, fewer than a quarter said they had time to explore new tools, and only 14% reported receiving formal recognition for their digital skills.

We asked staff what one thing their organisation could do to improve their digital experience. Responses focused on upgrading infrastructure and devices, improving interoperability between systems, expanding training opportunities, and providing clearer guidance on AI and automation. These priorities perhaps highlight the need for a more strategic approach to digital investment and skills development.

Full report

Download our 2024/25 UK higher education (HE) professional services staff digital experience insights survey findings [pdf].