Frequently Asked Questions

Here are some of the Frequently Asked Questions which have been gathered by the team. We will update this page as work progresses and we come across more questions. 

Questions

When will my area be eligible for replacement devices?

Can we replace current desktops with new desktops through the programme? 

I currently use a desktop, does that mean I have a laptop in the office and a second laptop for home use?

My computer (desktop/laptop) is older than 5 years but working fine – why should it be replaced?

What happens if I have a Mac desktop which is in scope for a Surface Laptop replacement, but I want a newer Mac Desktop?

Some laptops that are being replaced are still functional. Can DTS reset them and give them back to the department to keep for spares?

Can I choose from the selection of devices that were offered as part of the previous Device Replacement Programme?

If I would like a different device or specification to the one offered by you, can I have the value of the new device as a credit against the cost of my own chosen device?

Do you have any specific details about what the Device Lifecycle team will provide and is there anything you the customer needs to provide?

Can I request a device for a new starter or an unfilled vacancy through the device lifecycle programme?

Can I keep using my personal device? 

What should I do if my device becomes faulty before the Lifecycle Team comes to my area?

I have a question about the Device Lifecycle project – who can I contact?

Answers

When will my area be eligible for replacement devices?

Following discussions with Business Relationship Managers and stakeholders within each area, the Device Lifecycle team will maintain a 12-month calendar which sets out the schedule of work planned.  The calendar for 2023 will be available mid January. The calendar for 2024 will be available December 2023. 

Can we replace current desktops with new desktops through the programme? 

Device Lifecycle provides standard model laptops, in line with the new Ways of Working policy. New desktops can be ordered by your department through the Hardware Exception process.

I currently use a desktop, does that mean I have a laptop in the office and a second for home use?

We do not provide separate equipment for remote working. The University is committed to providing appropriate equipment for a colleague to perform their role on campus, which as we move to more flexible spaces will involve the provision of suitable portable devices, i.e. laptops. For more information on Smart Working, see the relevant pages on the HR website.

My computer (desktop/laptop) is older than 5 years but working fine – why should it be replaced?

This is a strategic decision made by the University. Replacing all staff computers with standardised, easy to support-and-use, modern, portable devices is part of New Ways of Working (NWoW), one of the pathways of the University’s Strategic Foundations Programme. Read more about the Strategic Foundations programme and the Ways or Working pathway here Strategic Pathways - University of Reading

What happens if I have a Mac desktop which is in scope for a Surface Laptop replacement, but I want a newer Mac Desktop?

This would not come under the Device Lifecycle remit. You would however be able to submit a hardware exception form. If approved, you could order a replacement Mac desktop at full cost to the school or function

Some laptops that are being replaced are still functional. Can DTS reset them and give them back to the department to keep for spares?

All old and replaced devices need to be either disposed of by your department or returned to DTS for reuse within the university.. Devices held in cupboards are unmanaged,  lead to out-of-date software and are a security risk. DTS hold loan devices if any device require return for repair. If a repair is out of warranty or uneconomic, then DTS will provide a replacement device at no charge.

Can I choose from the selection of devices that were offered as part of the previous Device Replacement Programme?

We have decided to simplify the process to offer one option this time - the Surface Laptop - for all replacement PC desktops and older laptops. This was by far the most requested from the selection offered last year and is designed to meet all but the most complex and intensive computing requirements. 

If I would like a different device or specification to the one offered by you, can I have the value of the new device as a credit against the cost of my own chosen device?

Do you have any specific details about what the Device Lifecycle team will provide and is there anything you the customer needs to provide?

We have a Service Level Agreement for all work done with the Device Lifecycle team; this sets out what we will provide and what you need to provide. 

Can I request a device for a new starter or an unfilled vacancy through the device lifecycle programme?

The Device Lifecycle programme can only provide devices for existing staff whose devices meet the replacement criteria. In many cases new staff are replacing someone who has left, and therefore once DTS has reset the old device for the original member of staff, the replacement staff member will be able to use that.

For new future appointments, the department will need to order and pay for a new device in line with current guidelines. The DTS Service Desk and the User Support team will be able to offer any setup assistance if required. 

Can I keep using my personal device? 

DTS strongly suggests that all staff use a UoR managed device rather than a personally-owned computer for University work.  If you use a personal device please ensure you read and comply with the Bring Your Own Device Policy on the IMPS (Information Management & Policy Services) website. For staff at Henley Business School there are additional obligations for Cyber Essentials Plus certification regarding using your own devices. 

What should I do if my device becomes faulty before the Lifecycle Team comes to my area?

As always, if you have any problems with your University IT equipment, log a ticket with the IT Service Desk:

• Online through the IT Self Service Portal
• In person, you can visit the IT Service Desk on the first floor of the main Library on a weekday (8am to 5pm) or weekend (9am to 5pm), during term time
• Email dts@reading.ac.uk

We will need to know your device name (or hostname) so we can get the details of your device. Our User Support team will then evaluate any slow performing or faulty devices and recommend next steps.

I have a question about the Device Lifecycle project – who can I contact?

Page updated by lm920207 on 02/02/23