SERVICE DELIVERY, Library & Learning Centre
In March this year the Service Delivery Division of the Library & Learning Centre (LLC) was awarded the UK Government’s Customer Service Excellence (CSE) award. The Service Delivery Division (LLC) is the first sector of the University of Dundee to achieve this award.
This is a significant achievement which we were well placed to work towards because of our focus on putting students first. The criteria for CSE match well to the University strategy, mission and values. Both involve partnership, enhancing performance and reputation, enabling our people to flourish, and advancing our values.
To meet the criteria, we had to demonstrate that our frontline services are of a very high standard, and that we engage and consult with students to ensure that these services are relevant to their changing needs. We had to evidence our approach to feedback, consultation and continual enhancement. The development of our staff is also important, as is our partnership working with other areas within the LLC &CI, UoDIT, Campus Services, Student Services, and the Schools.
“The ethos across Service Delivery is clearly one aimed at supporting students in their studies through ensuring the right resources are available, helping them to find those resources and to engage with them to help them get the best out of the Library and Learning Centre”
Assessment Report from M Assessment Services
We now face the challenge of maintaining this award and evidencing continual service improvements as part of the rolling programme of assessment. Our initial award recognised six areas of Compliance Plus, where we exceeded the standard expected, and only four areas of partial compliance which we can work towards to further enhance our performance. Our Compliance Plus elements were as follows:
Our insight about our customer groups which helps us understand their needs and preferences.
- How we have made positive changes to services as a result of analysing customer experience.
- The empowerment of our staff to actively promote and participate in the customer-focused culture of our organisation.
- Our customer-focused recruitment processes and staff training
- Our partnership working aimed at enhancing the student experience by co-ordinating services.
- How we demonstrate that we deliver the service we promise, and that the outcomes are positive for the majority of our customers.
Further information at: https://www.dundee.ac.uk/library/customerservice/