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Criterion No.Criterion DescriptionCommentaryEvidenceCriterion 1:Customer Insight1.1Customer Identification1.1.1We have an in-depth understanding of the characteristics of our current and potential customer groups based on recent and reliable information.(Guidance)A profile of the organisation's main customer groups and their characteristics.Details of how these groups were segmented and classified.Details on the frequency and reliability of the research to identify customer groups.Don’t forget this also refers to potential customers... you need to show you have evidence that relates to those… NHThe University's Governance and Strategic Planning produce a range of core statistics, calculated ratios/indicators, and more complex analyses, for use in informing management decisions across the University. Quality enhancement @ Services is informed of its customer groups by information produced by the University which gives a detailed breakdown of students and staff, on an annual basis, that is defined by:genderdeclared disabilityethnicity (or is this domicile grouping)age on entry. This information is available from the Equality and Diversity Monitoring and Research Committee papers on the University web pages. In addition to meeting the statutory requirements, it is intended that the preparation and publication of Equality Outcomes will help the University to ensure the right issues are being addressed; make better, fairer decisions; become more transparent and accountable in relation to action to advance equality; and achieve tangible benefits for its community.Helpdesks customer groups are: ApplicantsEdinburgh University staff, students and academics:UndergraduatesTaught PostgraduatesResearch PostgraduatesStaff and Students from other UniversitiesNHS Lothian StaffGraduates of the University: AlumniOLL (Office of Lifelong Learning)Other Access agreements: LEAPS (Lothians Equal Access Programme for Schools)School StudentsAssociationsInstitutionsSocietiesMembers of the Scottish ParliamentELTC (English Language Teaching Centre) StudentsCorporate member is also available.Online Distance LearnersVisitorsPotential Customers – As one of the world’s top leading Universities, we are ranked 15th in the world of graduate employability*; nearly 95% of our graduates go into employment or further study; 96% of our departments produce world-leading research**; 80% of our students graduate with either 1st or 2:1 award in their degrees; Edinburgh is regularly voted as one of the world’s most desirable place to live***.Helpdesk have access to University systems that inform them on customers/customer groups:Library Management System : Voyager Library Management System Patron Statistical Categories (For all classifications of Library borrowers)Voyager system updates records on a daily rmation about each customer is fed from Registry’s main database…???Front Office System for identification of University Members (applicants, students, staff and visiting academics)Front Office system updates records on a daily basis.ThankQ Database – a look-up facility for AlumniUpdated by the Alumni Office on a frequent basis.EUCLID – Detailed information about all matriculated students (undergraduates and postgraduates and research postgraduates)EUCLID system updates records on a daily basis.RADIUM System (Student Learning Profiles) for students with disabilities.Updated by Student Disability Office…frequency to be confirmed…..***27May 2013Web Page: UofE Governance and Strategic Planning Student Factsheet Student Page: UofE EQUALITY AND DIVERSITY MONITORING AND RESEARCH COMMITTEE (EDMARC) 2012-13: #: access for Visitors (Paper F). Invest in Your Future *QS World University Ranking 2011/12** UK Research Assessment Exercise 2008*** YouGov (2009)Potential customers to the University is promoted through the widening participation programmes/projects of the University. Our staff participate in giving talks to LEAPS/OLL and Access students that informs them about the library, how it works and how they can get the best out of using the library resources. Our staff present a professional, friendly and welcoming face to the Library environment.Evidence of appreciation of these sessions – attach document about this.Surveys: Main Library Christmas break opening surveySurveys: Lab surveyEvidence to use in other sections – but not here possibly.: Main Library exit survey March 2012Surveys: Libqual have developed customer insight about our customers groups to better understand their needs and preferences.(Guidance)Methods and approaches used for developing understanding, such as focus groups, one-to-one interviews, surveys, observation, customer journey mapping and other ways of collecting information about customers.Details of how you improved your services as a result of the understanding you gained into your customers' needsAre there specific needs of researchers/overseas students and post-graduates for example as customer groups? NHThe Freshers’ Week Group, was set up to improve the student journey on their entry to the University which hones information to them about Information Services. Helpdesk staff are key members of this group and contribute to the success of the group’s work. The Fresher’s group considers all matters that may improve the experience for new students at the University. It considers all information that is available and covers induction possibilities for all different groups. New web methods have been introduced including e-tours and video demonstrations of how our library borrowing works.These activities are reviewed especially by User Services Director and Managers and Consultant staff and updated annually. Helpdesk staff participate in staff and student Induction Fairs which is an excellent platform for advertising the services Helpdesk Services and for getting immediate verbal feedback from customers about the services we give.For meeting the needs of disability users staff has restricted access to the RADIUM database system which identifies student learning profiles, to ensure services are appropriate. In addition one-to-one interviews are carried out to establish appropriate methods and requirements of each user with respect to the following: Staff can adjust lending to allow for extra borrowing time. A book collection system operates for any users who cannot collect their own items. Provide suitable printed format of documents/forms.Individual Accessible Study Rooms are available in the Library. These were created at the time of the Main Library refurbishment and created solely for the use of students with disabilities.All Helpdesk staff has a responsibility to support students with disabilities, but a specific group of Helpdesk staff have been identified who have a particular role in enabling the delivery of the service in a timely manner.One-to-one interviews are carried out with disability users to establish their requirements related to use of accessible study spaces; accessible software and hardware for use in examinations; for collecting books and lockers.The Student Disability Computing Group (give information about the membership of this group – including representatives of Help Services) meet to co-ordinate requirements for students with disabilities in respect of assistive computing, i.e hardware and software.Other one-to-one interviews that Helpdesk staff engage in are related to:Music consultationuCreate(Expand this…….)Participating in national surveys such as NSS and LIBQUAL.The Library makes use of data that has been generated by the National Student Survey (NSS) which takes place each year. The Survey is targeted at 3rd Year Students and the library actively promotes this to students. The data gathered is used to help shape our decisions about improving the student experience. (How…..??????)(‘ Some findings may be used to inform future qualitative research with students so that we gain more understanding of how students feel about particular issues.' How else do we use the information?..........?????????)LIBQUAL. Explanation about our participation….…..24 May 2013 (part-way)The Library instigates a number of surveys/questionnaires and receives comments from our customers which informs us in different ways about our customer needs:Following comments about lack of study space during the exams periods we have initiated a restricted access for visitors to ensure there is always adequate space for University users. Questionnaires were given out during Xmas period to ask users what opening hours they preferred. Alterations were made as a result of these results.(KB) Also from information from Consultancy staff on requests for longer opening hours at Site Libraries. Also, liaison with EUSA with regard to expectations of service and opening hours.The Library has a customer feedback form, online and as a hard copy, which gives customers the opportunity to query, comment or complain about our services. Observation aspect….Roving staff, Student Helpers, comments from students, colleagues.Observing behaviours for service improvement, or environment.…..24 May 2013 (AH/KB)Advertising changes of services, e.g., alterations of opening hours via the web pages; on the MyEd Announcement Channel, Plasma Screens, Twitter account: EdinUniMainLib.Restrictions of reference users to Main Library during exam period.,Exceptions made for Alumni.Increase in borrowing limits.Extended opening hoursSelf-issue and returnsOnline Print CreditHelpdesk staff can use PAdmin System to check customers print histories and support them with print credit issuesHelpdesk staff can look-up ThankQ Database to check Alumni statusHelpdesk staff can look-up Front Office Database to check members of the University statusHelpdesk staff can utilise the Visitor Registration System for look-up and enabling Visitor Registration to the LibraryHelpdesk staff can look-up EUCLID to check graduate statusHelpdesk staff utilise Unidesk (Call Management System) to respond to queries from customersOnline SCONUL applicationsSelf-Service Unidesk PortalPlasma screens available since the upgrade of the ML building and Murray LibraryLibrary Guides updatedVarious leaflets of other informationOnline guides to use uCreate facilities; such as scanners and plottersIntroduction of NORMAN out of hours service allowing support 24/7Use of Student Helpers during busy periods such as Freshers’ Week and exam period, particularly for helping students finding suitable study space.Discuss here about the customer journey mapping – online experience only via Unidesk Satisfaction Survey. 4 Questions asked.We have no evidence against face-to-face experience, so doing a Mystery Shopper for this would validate this criterion.****updated 12 June 2013Document # : Minutes of the Freshers’ Week Group….Document/s # : Freshers’ Week leaflets/information booklets, etc.Document # : Freshers’ Group ReportsDocument/s #: Induction Fairs leaflets (if different from above???)University System: RADIUM (Student learning profiles) Protected access.Document/s #: SDCG – Meeting Notes (poss)Web page link following Helpdesk Staff talks to LEAPS student: Comments about the library and finding information , Video of students interviewed following their talk: #: Division of responsibility regarding assistive computing (document in Criterion 1 file)National Students Survey (AH to discuss further with Richard Battersby about how we analyse the data) ? Login to NSS?Libqual Survey 2011 – Actions (copy of library paper in Criterion 1 file)Edinburgh Student Experience Survey Postgraduate Taught Experience Survey (PTES)Postgraduate Student Barometer (PRES)ASLG (Academic Services Liaison Group)…. What is their role and how is this relevant here?????Addressing Student’s Needs (Paper E) and Improving Main LibrarySurveys: Main Library exit survey March 2012Surveys: Libqual : Main Library Christmas break opening surveyCollege Library Committees: feedback from Liaison LibrariansSurveys: Lab surveyUnidesk Satisfaction SurveyRecent Tweet: 12 June ‘Main Library Helpdesk service hours change to summer pattern on 14 June; building opening hours change on 21 June card system to stop reserving seats during examsLonger opening hours during examsInduction sessions #: We produce leaflets, guides and maps to quickly address frequently asked questions.Murray Library was proactive in sourcing correct acetates for MFPs. This facility is in high demand at KB.We hold liaison librarian clinic on Thursdays in Murray Library.At KB we observe numbers of holds/recall being placed on a particular book. Prompt librarians/departments to buy more copies or place on short loan/reserve.Eating and drinking now allowed in Library in response to customer demand.We introduced scanning facilities on the MFP in KB Library Store to address lack of scanner. This facility has been rolled out to Murray Library.AH – Have a conversation with Richard about customer journey mapping as it is thought that this info would be a valuable feed here…especially related to customer comments and changes.MLRP (Ask Lesley Bryson if she has kept evidence from customer comments that influence the MLRP developments)1.1.3We make particular efforts to identify hard-to-reach and disadvantaged groups and individuals and have developed our services in response to their specific needs.(Guidance)Methods used to consult and involve hard-to-reach and disadvantaged groups and individuals, particularly people who have a number of different needs and customers whose views you rarely hear.Examples of how you identified needs that you were not meeting and the changes you made to avoid excluding or under-representing certain people.Students with Disabilities: Help Services liaise with significant representative bodies, such as Student Disability Office; IS Disability Advisor; Schools Representative on Disability issues. It also has restricted access to RADIUM (a database of student learning profiles) which holds sensitive information about individual students with disabilities, which can enable Help Services staff to make informed decisions about its provision of services to individual customers.We have made a range of adaptations to the library’s services to remove the disadvantages experienced by students with disabilities, and supporting students with a range of impairments as defined under the Equality Act. We tailor our services to meet the needs of students with disabilities, such as; giving double loan time on book, collecting books, wheelchair access, and individual assistive technologies study rooms that are equipped with a range of specialist software. Giving exam support to students with disabilities by providing a laptop tailored to provide specific software for their rmation Services Disability Officer (Viki Galt)The Helpdesk has a close working relationship with the Student Disability Services (SDS) which moved into the Main Library building, which has the largest footfall of students in the University, three years ago.We tailoring services to meet the needs of students with disabilities.Exam SupportWheelchair access.Help Services meet directly with the Alumni Office to discuss the provision of library services and privileges that are available to Alumni.Recent changes include:Helpdesk staff has access for look-up in the ThankQ Database which holds Alumni records.Membership extension for Alumni from one to three years. Enabling seamless access to library buildings. Training front-line staff to utilise the ThankQ database to enable Alum, who come to the library with no other form of identification, to have entry to the library building.LEAPS students: Help Services participates in tailored help for a disadvantaged group - Lothian’s Equal Access Programme for Schools (LEAPS) which promotes higher education amongst young people (sixth year pupils considering University study) whose school careers have been affected by adverse economic or social circumstances or who come from communities with little or no experience of higher education. These students having borrowing privileges for the duration of their stay (one-month during the summer period).Helpdesk staff provides sessions to groups of LEAPS Students to give them awareness of the library services, library processes and about the range of resources available to them. Office of Lifelong Learning Students : Characteristics of OLL Students:May not have had access to higher education in the past, so looking for a non-traditional route to University courses.Some participate in credit courses which count towards their degree.Some participants are not information literate.Some participants may not have access to the internet because of social or economic factors.Support by Help Services for OLL Students:3 categories of membership: Reference – free for all OLL students (Membership lasts for one year only)External borrower (Credit Student) Free Membership lasts for duration of course.External borrower (Non-credit student) A fee applies. (Membership lasts for 3, 6, or 12 months)Helpdesk Staff become more familiar with individual OLL students because of their greater need for help.Some participants may require more individual support from staff.This group requires higher levels of interaction with staff, because they may require more advice/help using the Library catalogue, using printing/photocopiers.Online Distance Learner (ODL) students: Support is provided 24/7 through the introduction of the Norman, Out of Hours Service. Receive feedback from Liaison Librarians that influence our decision making on services.Issued with Smartcard this year.ILL scanning facilities offered.Video Conferencing facilities – used for Lectures, seminars and interviews.Website provides detailed information re: MyEd-LEARN portal; E-books; E-Resources available for staff and students.Non-Members:Liaison with local schools related to pupil visitsVisitors – involved in one-to-one discussion at the point of contact, face-to-face, or on the phone.Equality and Diversity:Religion: Opening for two days during the Christmas vacation period, as it is recognised that that not all our customer celebrates Christmas.The Christmas period is the only time when the Library is completely closed during the year except for these two days.*****3 June 2013/updated 12 June 2013University System: RADIUM (Student learning profiles) protected access.Web Pages: Equality & Diversity information Document # - ‘Division of responsibility regarding assistive computing’.Making resources accessible.Review of study room availabilityProvision of resources suitable for blind student????? Is there something specific here???.....Student Communications Task Group (Amy Woodgate’s paper Dec 2012)ODL – link to webpageWeb page: # - Emailed feedback from Caroline Bamford (OLL) re talks given by Helpdesk staff. Heather to expand explanation here re. Liaison libs. Web pages: and Consultation1.2.1We have a strategy for engaging and involving customers using a range of methods appropriate to the needs of identified customer groups.(Guidance)Policies, strategies and leadership for engaging, consulting and involving customer groups.Evidence of how you use a wide range of tools, including feedback from customers and staff (letters, e-mails, comments, complaints, forums, focus groups and so on) as well as research. The IS Communication Framework provides information about how we communicate with our customers and colleagues. Effective communication is a key value in Information Services and is part of the IS Values Statement. It outlines key commitments for all IS staff to ensure effective communications.There are a range of different channels and intended recipients, for example: face-to-face; meetings; IS News; IS Website; MyEd; phone; plasma screens; social networking – twitter; sms text; Service status and alerts.We are aware of the needs of our customer groups by targeted questioning in our local customer surveys: Christmas Opening Survey24/7 Survey.Other tools used as feedback from our customers include:A sample of users of Unidesk will be asked for feedback as to how their query was dealt with. This is then used to provide a profile of user satisfaction.Feedback Forms. Fine appeal forms (currently only paper format). (Includes comments from customers about the whole process for fines.)EUSA focus groups and/or representatives on various committees, i.e., Library Committee can influence library policy.Unidesk Self-Service Portal.Improved web pages for feedback forms.Extended opening hours and increase in borrowing limits re. EUSA reps???IS Alerts page (with on-going refurbishment)Noise alerts.Downtime to services, e.g., voyager system.MyEd AnnouncementsEmail alerts.Plasma Screens – new since the MLRP and Murray Library buildingUsing Twitter, re. Opening HoursQuick access PCs.Cloud PrintingIntroduction of Reception at Entry Control.****31 May 2013Specialist interaction with Distance Learners ? KB (Need to think more about what we do for this group…and who does it).What about introducing Staff suggestion boxes and giving feedback to staff.!!!!!This could be anonymous.What about ‘away days’ for Helpdesk staff to discuss issues of customer services – another method of feedback from staff. *****1 June 2013 Document #: The IS Communications Framework IS Values Statement : ## Feedback forms – Samples of old and new online formsDocument#: Christmas Opening Survey (Ask Winnie where the report is!)Document#: 24/7 to demonstrate this. (in K:drive DutyLibs folder)Document# (examples of these forms) (Ask Lynda and Fiona to seek out relevant forms that demonstrate this).Examples of how they can contact us:Contacting the Helpdesk pages the Helpline pages of water fountainsChanging of printer drivers to fix printing errorsSurveys: Main Library exit survey March 2012Surveys: Libqual : Main Library Christmas break opening surveySurveys: Lab surveyASLGExtending hours at Law & Europa LibraryPG only area in Main LibraryBehavioural banners"Your feedback about this web page" on every pageIndividual comments/requestsIncrease in borrowing limits Aug 2011Resolve anomaly of day passes vs. students being ejected1.2.2We have made the consultation of customers integral to continually improving our service and we advise customers of the results and action taken.(Guidance)Findings and analysis of engagement activity, consultation exercises and other methods for capturing feedback.Details of actual improvements, with evidence of how these are directly linked to the ways you consulted and involved customers.Examples of how you involved customers in designing and providing services (for example, through allowing them to take part).Information on how you tell customers about the changes you make as a result of their involvement.Current service improvement and development plans showing that your policies, projects and activities are shaped by how you consult and involve customers.Practical examples of what you have done is always good evidence. NHNeed Barry to take a look at this criterion – not sure how we evidence this.In keeping with good practice IS staff ensure that IS Users are well informed about new and existing services, and about any problems with services. (IS Communications Framework). In all cases we try to ensure that messages are clear, timely, consistent, targeted to the audience and easy to understand.Channels commonly used include: all staff and/or all student emails, sms text messaging service to students, the University and /or IS website, MyEd Announcement Channel, IS service alerts page and social networking, e.g., Twitter. However, there is an opportunity for us to improve the consistency and quality of student facing communications. We currently make limited use of Twitter (EdinUniMainLib) but are seeking wise in which we can expand this to increase our publicity and following community.It is not always possible to be precise about what will happen, but IS undertakes to communicate as clearly as possible with users, using the standards of good communication.Three key messages are considered for communicating during unplanned or unexpected events:Reassure – “We would like to reassure everyone that…”Take Control – “We are taking control of this situation…”Commit to sharing further information – “As soon as we know more or have further information we will…”*****1 June 2013Communication currently takes the form of web pages or tweets, (which currently update an alerts web page). Help Services do not currently employ a Facebook page for communication.(KB)Tweet accounts – list here.. e.g., IS Alerts, MLRP, although this project has now been completed but it has been a very useful tool during the 6 years of the project.Libqual survey directly links changes to user comments. Some example of the responses and actions taken in relation to the You Said We Did Libqual follow-up are:Changing of opening hoursEtc… state more examples here…Expand commentary here to update what we have developed since the ‘You said we did’ actions.Current Project of Customer Service Excellence is an agreed User Services Division (USD) project. The Director and Heads of USD are in full support of Help Services endeavours to achieve the CSE Accreditation. The project is highlighting areas where we will need to focus on achieving better customer involvement. This means developing Customer Journey Mapping.NHS Lothian Staff:Service Level Agreement (SLA) which allows NHS Lothian Staff to borrow free of charge, equivalent to those of Edinburgh University Staff. As an External Borrower – this is agreed year on year (31 March).Document #: IS Communications Framework You say, we did (More relevant to 1.3 criterion possibly)Help Services User Satisfaction book recommendation formOn demand purchasePlasma screensTweetsWeb pages such as KB Library from usersCommittee structureU@Ed survey response to customer complaints and suggestions, received in person at the helpdesk and via feedback forms, the Murray Library has implemented the following improvements:Zoning areas to respond to complaints about noise levels. Extending opening hours in the new science library.More quick access machines.Reserve books loaned over the whole weekend.Better scanning facilities at KB.Students were invited to give their opinions on the construction of Murray Library (group study space/café)E-mail alerts, MYED announcements, plasma screens, handouts, signage and personal contact with our customers are all used to alert our customers to changes in policy. Document #: LibQual Survey 2011 Actions1.2.3We regularly review our strategies and opportunities for consulting and engaging with customers to ensure that the methods used are effective and provide reliable and representative results.(Guidance)Outcome of reviews on the effectiveness of engagement and involvement, showing levels of participation, assessment of how representative the results are, and quality of information collected.How mechanisms, processes and approaches are adapted to respond to emerging issues, service priorities, demographic changes, etc.Examples of innovation, learning from best practice or benchmarking, suggestions of staff etc.Here you really only need to show you have had an annual review of outcomes of surveys, feedback mechanisms etc. and their effectiveness. Improvements could be a small tinkering with/changing questions or more strategic like new surveys, or electronic surveys. NHNeed Barry to consider this criterion too…please!IS Communications um structure,…Bryan’s paper. ….. ?????New communication group will influence policy with regard to communication. KB.Feedback from usersCommittee structureU@Ed survey (Mobile Campus, but no longer valid).1.3 Customer Satisfaction1.3.1We use reliable and accurate methods to measure customer satisfaction on a regular basis.(Guidance)Methods used would in most cases include survey work and other forms of feedback and qualitative rmation on survey methodology, for example sample sizes, potential biases, margins of error and any advice taken on design.Reasons for the decisions you made on how to measure customers' satisfaction.Details on how often you collected information.Don’t forget this needs to show outcomes, e.g., robustness and reliability….% of those responding, frequency of survey, etc.; you can use corporate evidence…e.g., University wide National Student Survey data where response rates are usually very high and reliable! NHWork done by Angi lamb in assessing user satisfaction can be assessed against this criteria.KB.Surveys: Main Library exit survey March 2012Surveys: Libqual : Main Library Christmas break opening surveySurveys: Lab surveyHelp Services User Satisfaction survey analyse and publicise satisfaction levels for the full range of customers for all main areas of our service and we have improved services as a result.(Guidance)Assessment and analysis of satisfaction within all groups (identified).If you provide a range of different services, you should assess how satisfied customers are with all of them.Evidence of any differences in levels of satisfaction between groups, or any unexpected outcomes.Published information about the action you plan to take or have taken as a result of measuring customers' satisfaction with your service.Examples of other methods you used.The NSS might be useful here as there is often a lot of dialogue and activity where specific areas under achieve in Satisfaction scores! NHLibrary web pages are used to publicise our performance on the main KPIs related to our services and any feedback received from any surveys, e.g., LIBQUAL – You said We did.Customer Journey Mapping: We should be considering a method by which we can assess how successful our customer’s visit has been overall as well as getting their comments on individual aspects of the Library. AHARGH!!!! All…..services!!!!Help Services User Satisfaction : Libqual to LibqualReports, policies and projects include in our measurement of satisfaction specific questions relating to key areas including those on delivery, timeliness, information, access, and the quality of customer service, as well as specific questions which are informed by customer insight.(Guidance)Satisfaction surveys and other ways of gathering feedback that include these specific questions.Evidence of investigation into customers' priorities and local key drivers of satisfaction.Student Satisfaction surveys: at ed.ac.uk/is/satisfaction-surveyWeekly survey of random 10% sample of Helpline & Library Helpdesks help requests closed within last 7 days with no email sampled more than once within 6monthsQuestions asked:Did our staff use language which you could understand?Was your enquiry answer or resolved to your satisfaction?Were our staff helpful and courteous?Was your enquiry answered or resolved in a timely fashion?AHSurveys: Main Library exit survey March 2012Helpdesk Queue Monitoring – assesses the timeliness of service1.3.4We set challenging and stretching targets for customer satisfaction and our levels are improving.(Guidance)Satisfaction levels of all customer groups for all the main areas of your service, and the targets you want to achieve.Evidence of how levels of satisfaction have improved over time. You give satisfaction levels but this is about you setting satisfaction levels…. It could for example, be 1% increase annually, or to be in NSS top decile. NHPerformance Indicators (AH - find definitions….), i.e., Incidents in Unidesk, Circulation User Satisfaction %of users surveyed who are satisfied with IS services Targets for 2012/13: ? An average overall satisfaction of 85% with IS Services evidenced through external surveys6 ? 85% of University staff reporting they are either satisfied or very satisfied with the IS Help service AHService Targets Report: Libqual SurveysNeed to have a report on the 2012/13 Session, or 2011/2012 Session.1.3.5We have made positive changes to services as a result of analysing customer experience, including improved customer journeys.(Guidance)Examples of how you analyse customers' experience.Specific information on how you map customers' journeys and the steps you have taken to improve these (for example, through limiting the amount of unnecessary contact they have with people in your organisation).Any evidence of savings or reinvestment (or both) as a result of making your systems and processes more efficient.Lots of good examples but it looks as though it is missing some formal customer journey mapping processes. NHCustomer journey experience:Help support 24/7 – Increased support to our customers with the Norman out of hours service from 8pm-8am daily.Extended Library opening hours during the summer vacation period – giving customer better option for studying in the library.Old Laptop for Loan laptops being re-cycled and made available in the library – giving customers an increased availability of resources.Online Print Credit – gives quicker option to pay for printingCloud Printing – gives customer privacy of printing/collecting items and avoiding queuing for print jobs.Self-Issue Machines – avoiding queuing at the Helpdesk.Book Sorters - speed up the return of books and avoid queuing at the Helpdesk.SCONUL Access – moving to Online applications in the summer of 2013 – giving customers a quicker/remote opportunity to sign-up.Online visitor applications reduce time when they first visit the library.Online renewal of external borrowing cards.Online book renewals, with ‘holds’ being looked at as a possible service improvement. Customers can have a hold placed on a book if requested via e-mail, rather than in person.Customers can pay fines over the phone, thanks to chip & pin machine.UnideskOnline Feedback FormsVerbal Feedback (we need to capture this, requires a notebook at each Helpdesk perhaps?)Provision of phone at desk to contact Helpline.24/7 Helpline with NORMAN out of hours support.Roving Help – Troubleshoot issues in uCreate with scanners and printersRoving Help – Troubleshoot issues with open access printersStudent Helpers – to assist with locating study spacesEntry Control/Reception to assist visitorsDisability Profiles – mean we can be proactive in supporting customers with disabilities.*****1 June 2013Development of one stop shop Helpdesk 'triage' systemDevelopment of HelplineMove to 24/7 Helpline with NormanSelf-help pages on web e.g. EASE library opening hours during the summer vacation – to cover the extended period of exams for medical students.Self-issue/return machinesOnline print creditCriterion 2 The Culture of the Organisation2.1 Leadership, Policy and Culture2.1.1There is corporate commitment to putting the customer at the heart of service delivery and leaders in our organisation actively support this and advocate for customers.(Guidance)Corporate vision and values statements.Examples of how your organisation's leaders have shown that they recognise the importance of customer focus and actively promote activities that allow your organisation to gain an understanding of its customers.Like the Word Cloud!; don’t forget the second part which is leaders advocate for customers, etc. NHIS Values statement: Our values are principles which we strongly believe in, and which guide our thinking and actions. They are standards against which we judge ourselves.delivering excellent services We take pride in providing a professional service which meets the needs of our users.effective team working We contribute and collaborate effectively within and across our teams.the individual We treat each other with respect and appreciate everyone's strengths and contribution.effective communication We embrace effective and open communication as critical to achieving success.continuous improvementWe continuously develop and improve our services in line with our vision, mission and goals.AH (May 2013)University Vision/Strategy.IS Values Statement: of the Help & Support Review 2008- see documentIS Word Cloud:AH2.1.2We use customer insight to inform policy and strategy and to prioritise service improvement activity.(Guidance)Customers' and staff's views on how your knowledge of customer groups informs your policies.Examples of how customer insight drive your policies, and how this influences the way in which you design your services.Is not the same as 1.3.5 as this talks about policy and strategy rather than organisational/service delivery changes. NSS is good evidence, so is feedback from academic liaison meetings, etc. and Libqual…another example would be awareness of increased mobile access leading to improved access by students to services from mobile devices. NHThe National Student Survey gives relevant feedback….Is this not the same as 1.3.5?(KB)NSS2.1.3We have policies and procedures that support the right of all customers to expect excellent levels of services.(Guidance)Customer care, equal opportunities, disability and other policies and procedures relating to fair rmation you provide to customers on what they are entitled to.Customer Service and excellent customer care – included as part of the job description of Helpdesk Staff.Equality and Diversity policy to ensure we meet the needs of our customers.7 documents relating to services and support for NHS Scotland staff (Knowledge Network guides)University website for what customers are entitled to – Library pages.2.1.4We ensure that all customers and customer groups are treated fairly and this is confirmed by feedback and the measurement of customer experience.(Guidance)Evidence from mystery shoppers (where this is relevant and appropriate).Customers' and staff's testimony and other feedback.Analysis of surveys by gender and ethnic origin etc. is good evidence and also asking straight question in survey about being treated fairly is good evidence. NHRevised Reception practice would come into Nigel’s recommendation here….Use emails, letters from customers, etc. as second part of evidence here. Some already added in the CSE folder. But need more examples. AHCustomer feedback: e-mail addressed to Sheila Fisken from Prof. Neil Roberts, frequent user of library services including ILLiad and various research and Helpdesk enquiries. See docs folder. JMList of e-mails from Outlook ‘Feedback’ folder at RIL reflecting satisfaction with prompt service. See docs folder. JM2.1.5We protect customers' privacy both in face-to-face discussions and in the transfer and storage of customer information.(Guidance)Procedures for making sure you protect customers' privacy, including having secured computer systems and making checks on customers' identify.Policies on data protection and staff guidance on this.Helpdesk staff are instructed under data protection law, never to divulge personal details to other users. Library systems are password protected, and access to personal details are restricted.(KB)Also encouraged to respect the confidential nature of work with NHS personnel within the Royal Infirmary and Western General Hospital Libraries- including data protection awareness in our role as Athens Administrators for NHS Scotland and in the registration of NHS users and visitors. JMData Protectionrecordsmanagement.ed.ac.uk/FOIFive key points (PDF)Copyright RegulationsDSE Assessment2.1.6We empower and encourage all employees to actively promote and participate in the customer-focused culture of our organisation.(Guidance)Examples of customer and staff testimony about their involvement and empowerment.Staff policies and procedures manuals.Examples of your approaches to promote customer focus throughout the organisation.Is not just about processes in place but practical examples of where frontline staff have been empowered. NHAs well as the investigation that is made of respective members of staff at the interview stage in relation to excellent customer focus experience, the Induction programme for Helpdesk staff also includes training on their role as front-line staff and the importance of good customer care. As a follow-up to this staff would also attend a ‘Customer Care’ Course, which is now called Delivering a Quality Service Course. Attendance at these course has been spasmodic over the past few year, however, we are now engaging in a more formal review process for Helpdesk staff to attend these courses.(AH)Helpdesk staff working at the front-line represent the Information Services and the University as a whole and therefore ….???? We need to do an exercise with our Helpdesk Assistants to engage them with the active promotion and participation in customer-focused culture… get them to analyse what makes an excellent customer service!????? (AH) Do we do this at each site or as a group activity??Attending courses such as Delivering a Quality ServiceAvailability of various IS Skills courses provided by HR for IS- aimed at all university employees but useful for Helpdesk staff to understand users’ needs and assist in research skills training eg. EndNote, PowerPoint, best use of bibliographic databases (eg. Pubmed for ILLiad citation matching), Office software etc. : JMAvailability of competitive Staff Scholarship scheme to encourage Helpdesk staff to study further. Can help staff members to undertake a course with direct relevance to library and customer services management such as PGDip/MSc. Library and Information Studies : JMComprehensive procedures manuals at every site to facilitate ease of transition and accommodate slight policy variations. Eg, opening and closing procedures always in yellow folder. JMFormal procedure for dealing with complaints with emphasis on “Frontline resolution” reflects the importance of the role of Help Services. See docs folder. JMVoluntary participation in the CSE Project is itself an example of staff involvement and empowerment? JMThe policies and procedures that Helpdesk Staff follow are that of the University’s laid down by Human Resources. Staff Professionalism and Attitude2.2.1We can demonstrate our commitments to developing and delivery customer focused services through our recruitment, training and development policies for staff.(Guidance)Job specifications and recruitment procedures.Details of the training you have provided to all your employees, and the opportunities for them to develop further.What questions do you ask at job interviews to get the person with the right customer service skills? NHAll staff have annual development reviews, where issues surrounding customer care are discussed. Customer care training has been cascaded to all staff. (KB)Helpdesk Staff have providing excellent customer care in their Job Descriptions. AH****This is flimsy and we need to evidence this more…. i.e., roll-out of staff attending ‘Delivering a Quality Service’ and more in-depth discussion of delivery of services at the Annual Review…. (AH)Check list of training for new starts. My induction check list from summer 2012 in docs folder. JMSummer Sites Staff Development Programme- a series of recommended courses and staff updates from management. 2013 programme in docs folder. JM2.2.2Our staff are polite and friendly to customers and have an understanding of customers’ needs.(Guidance)Customer service policies and staff guidance.Evidence from mystery shoppers (where relevant) and internal monitoring.Customers' views and other feedback, including comments on the service provided by individual members of staff.How do you get feedback or assess whether staff understand meeting customer needs? Often through mystery shopping/observation of staff on front line. NHFeedback from our customers demonstrates that we mainly receive positive comments. But where we receive criticism of staff behaviour this is investigated and staff are strongly reminded of their care and duty towards our customers. AHEmails from usersCustomer comments, suggestions and complaints web page. # : Email Re. David Donaldson (example of excellent service.Document # : (Copy of email from Elise Kelly – example of good customer services)2.2.3We prioritise customer focus at all levels of our organisation and evaluate individual and team commitment through the performance management system.(Guidance)Examples of how customer feedback is linked to your assessment of staff.Include staff recognition and rewards schemes, if relevant and appropriate.Evidence from performance reviews/appraisals is good evidence for individual commitment, especially if the appraisal picks up the reference to customer focus in job description….the team commitment is harder but it could depend upon how you get feedback from users, is it on a library by library basis, for example? NHWe meet this…. But need to advertise what….! (AH)Documents: Nominations for CSE Awards. (AH)2.2.4We can demonstrate how customer-facing staffs' insights and experiences are incorporated into internal processes, policy development and service planning.(Guidance)Ways in which staff give their views and details on how you use their feedback.Details of improvements that you have made as a result of staff feedback.Examples of how you have improved the processes for passing on customers' information throughout your organisation.Need to link changes into feedback from staff, team meetings, appraisals, away days, etc. academic subject librarians, for example, will often have good evidence here. NHStaffs’ insights…. Need to word this in the processes for change we identify! I think (AH)We have re-structured our services to provide simple points of access to our Help Services and reduced duplication of Help points. We have achieved this in the reduction of physical points of reference for users and also for virtual help. The 24/7 support via Helpline and NORMAN (Out of Hours Support) makes contacting the Helpdesks more streamlined – single point of contact, that reduces the confusion of where users can find help and assistance.Calls are logged in the Unidesk system and can be dealt with a first line response or escalated to second line for more complex/expert assistance.From the 6 August 2013 the contact point for users with disabilities will change from the email address IS.Helpdesk@ed.ac.uk to IS.Helpline@ed.ac.uk in order that we can further streamline our point of contact for our users.*****19 July (AH)Unidesk examples (JM)Document 2.1.6 to go hereEmail from Barry of 15 July to Disability Computing Support about the changes of contact for our users.2.2.5We value the contribution our staff make to delivering customer focused services, and leaders, managers and staff demonstrate these behaviours.(Guidance)Examples of how your organisation values the role of customer service staff, by recognising and rewarding the contributions of individual members of staff and teams.Evidence that providing customer-focused services is a priority at all levels of the organisation, from the front line (members of staff who deal with the public) to senior members and all levels in between.…how accessible are managers, are they seen on frontline, meeting staff and students? NHContribution rewards…but they are not directly related to customer-focused service.Engaging in the customer service excellence process will require us to identify this more closely in the ADR process and contribution awards activities….Perhaps the Nominations for Awards for staff goes here? (AH) Though not sure!Although, we are a customer-focused service… and we have recognised and valued the worked done by individuals – and teams, and have made lump sum payments, or contribution awards and even re-graded staff for the work they have done.Perhaps we can catalogue this as our evidence?**19 July (AH)Contribution Reward Policy and Processes - University of Edinburghdocs.csg.ed.ac.uk/HumanResources/Policies/Contribution_Reward_Policy?New ADR form and process.Criterion 3 Information and Access3.1 Range of Information3.1.1We make information about the full range of services we provide available to our customers and potential customers, including how and when people can contact us, how our services are run and who is in charge.(Guidance)Examples of contact and service information, for the range of communication methods used.Our full range of services is clearly displayed through our extensive web site, as well as via plasma screens within our libraries. Video has been employed to demonstrate how our systems work. KBInclude plasma/twitter/Announcement Channel/Leaflets/webpages…Library Locations - web page Hours - web page and Renew Books - web page - web page Resources - web page e-resources - web page the Library - web page to your Library Record - web page Catalogue search - web page of Library Databases - web page Book Recommendations - web page there is a charge for services, we tell our customers how much they will have to pay.(Guidance)Published information about any charges for services.Details of how and when customers can make payments.We levy a charge for borrowing for external users, but alumni can pay to borrow at a 50% discounted rate. These charges are presented via our web site.Inter-library loans are now free to our students, but visitors pay at a rate displayed via the ILLIAD web site.Late book return fine rates are displayed via our web pages. KBReturns, fines and notices - web pages Access - web pages Edinburgh University Library - web pages of University of Edinburgh - web pages for Interlibrary Loans - web pages - printing - printing - software for student/staff use purpose - (please note that of the software listed, only NVIVO, SPSS, Maple and Minitab are available through the Helpdesk)Online print credit - to pay fines, including information that fines of more than ?10 will incur a block on customer's account - personal software through IS - Quality of Information3.2.1We provide our customers with the information they need in ways that meet their needs and preferences, using a variety of appropriate channels.(Guidance)Guidance to staff about clear communication, including testing information with customers.Customers' views on the communication methods you use.Do you make special arrangements for e.g., large print, etc. where required for students with disabilities? (sorry, just seen you have this for 3.2.3) NHInformation Services has just published a ‘Communications Framework’ for staff to improve effective communications which is a key value in Information Services and is part of the IS Values Statement. ‘We embrace effective and open communication as critical to achieving success’. The Latest Version of the Communications Framework is available at: university web pages, as mentioned above. Plasma Screens. Announcement channel on MyEd. Alerts pages. Leaflets and notices at desk (for example, Christmas borrowing times for reserve and short loan books), which can be site specific.UAT (where can we find the results of these?) Online Print Credit for example.Libqual 2011. Feedback form. Polypoly form. Feedback from EUSA and Library Committee.3.2.2We take reasonable steps to make sure our customers have received and understood the information we provide.(Guidance)Details of how you check that individual customers have received and understood the information.Examples of the changes you make to your communication methods to meet customers' needs.What do you do on Helpdesk…do you ask customers if they understand next step, whether they/ve got information they needed as a closing phrase, i.e., checking their understanding of what they have been told? NHAnalysis of web pages allow Managers to assess how often this information is being accessed.(KB)Automated email from Unidesk to 1st line confirmed resolution: "We believe your issue I130502-0504 regarding "subject heading" has been resolved on 02-05-2013 14:50. Please reply to this email or phone to confirm that you are satisfied."Hearing loop installed at WGHL. Leaflets mentioned in 3.1.1 available in large print. 3.2.3We have improved the range, content and quality of verbal, published and web based information we provide to ensure it is relevant and meets the needs of customers.(Guidance)Examples of changes to the way you provide information after receiving feedback.Schedule for when you review the information you provide.Verbal…how do you ensure quality of information through Helpdesk…is this part of your customer service training? Need to look at evidencing improvements (i.e., the outcome). NHAccuracy of web content is checked , adhering to a structured timetable of checking. (KB)We provide alternative formats for literature regarding the IS Helpdesk (i.e., large print, or alternative coloured background). Fresher’s week quiz - participation has increased, demonstrating more validity of information? We review annually our Fresher’s information online and through leaflets. We reply to feedback within five working days. [We should be participating in Libqual survey for November 2013].3.2.4We can demonstrate that information we provide to our customers is accurate and complete, and that when this is not the case we advise customers when they will receive the information they requested.(Guidance)Customers' views and feedback on the accuracy of the information.Details of the service standards for responding to customers' plaints and comments from customers.Examples of when you provided the wrong information and how this was rectified.I guess all your catalogue data is real time so per se is up to date. NHThis can often be pointed out in a Unidesk call, or in person.We need an example of this then….AHSCONUL queue monitoring. We reply to feedback within five working days. KPIs, look up info on plaint Procedure Overview - of 2012, we displayed incorrect times of the due dates of HUB reserve books on our plasma screens. This resulted in some customers being fined. Fines were forgiven and the correct times were promptly displayed.3.3 Access3.3.1We make our services easily accessible to all customers through provision of a range of alternative channels.(Guidance)Details of the range of options available for contacting the organisation.Different ways of communicating and specific arrangements and sample materials.Details of how you have reviewed services to make life easier to people.Outcomes of reviews and the improvements you planned and made as a result.Can they access with mobile technology? NHContact with the Helpdesk can be made in the face-to-face points of contact at Helpdesk, also via email, telephone, by post, via web pages, by comments via online feedback or feedback forms available at Helpdesk points.We provide information to users in different formats…. More info, examples here.Accessibility of web site…. More info needed here….Renewal of books can take place through our online library system, in-person or by phone. These options are publicised via library web pages.Details for how to contact each of our site by phone, email or in person can be found in the Library Locations page: document giving details of the facilities at WGHL for disabled students3.3.2We evaluate how customers interact with the organisation through access channels and we use this information to identify possible service improvement and offer better choices.(Guidance)Data and analysis relating to channel usage and action taken to improve services as a result.Details of how you use information to improve the choice of services.This is about strategic change… setting up of the Helpdesk could be good evidence, development of online access and mobile technology… anything that is about ‘channel shift’ moving from one access channel, e.g., people to online, etc. NHEvaluate Helpdesks interaction with customers….through access channels…identifying service improvement and offering better choices…. So, perhaps we need the data of usage of our web pages; we’ve got the data from the Unidesk calls we evaluate; we are improving the capturing of enquiries at the physical helpdesks via the quick resolution calls (about to go into beta). We don’t capture the phone calls but we could do simple 5-bar gates…but then we would need to do some evaluation on this! Is this all relevant? (AH)Users testing of web pages, perhaps this is relevant here? For example with Online Print Credit testing; Card Services testing…?**19 July (AH)Feedback forms.3.3.3We ensure that where customers can visit our premises in person facilities are as clean and comfortable as possible.(Guidance)Information on how you have reviewed the physical environment of your premises, arrangements for maintaining quality and details of any recent improvements you have made.*****Seek out any responses from student (EUSA) about the results of the MLRP and new Murray Library.The Main Library Redevelopment Project was completed in March 2013. This was a 6 year project to refurbish the Main Library Building. This created updated facilities for the library collections, for users study spaces and for staff facilities. The refurbishment was a very difficult project to manage as the building was fully occupied at all times during the redevelopment. As the works were in progress there were regularly reports to our users about the condition of the building, particularly, in respect of the expected increased noise levels from the works being carried out. The expectations of our users were not always easy to manage. Ear plugs were made available to users and staff tried to highlight where other study accommodation could be found out with the Main Library.During this time Helpdesk staff did exceptionally well in giving the best information to users about the building works whilst having to cope with the same conditions for working in themselves.The Noreen and Kenneth Murray Library and our King’s Building site was opened on 31 July 2012 and offers our users, particularly for science and engineering, a modern building for studying.Both these facilities have improved the student and study experience for our users.Other recent improvements include:Western General Hospital Library:Installation of a buzzer system at the top of the library stairs to alert staff to assist users who are unable to utilise the stairs on their own. Updated signs, covered with matt vistafoil to make them easier to read.New signs put up to show the availability of socks for users.New equipment installed for students with disabilities as followsInduction loopColoured acetates, portable desk lamp, a USB stick with some assistive software on it and an A4 page magnifier are all available to borrowAn ergonomic mouse and a gel wrist support mouse matChanged the use of a room to a private study room for users. ??? Was this requested by users – No Is it a single study room, or group study room – Small room more suitable for single study but occasional small group use.The Multiple Occupancy Building Users Group formed during the MLRP meets to discuss the following issues. The group was originally formed to discuss main library issues but is also forms the basis of a working group for other multiple occupancy buildings.Fire safety including escape routes, signage, emergency lighting, weekly fire alarm checks etc.Annual fire drill report Security of the building Normal and out of hours for the building First aid provision in the building Managing your CO2 emissions and any other environmental issues Maintenance issues, for example scaffolding on the building or carpet replacement works Visitor access to building staff and student health and wellbeing staff and student social eventsWe have good working relationships with our facility and cleaning staff colleagues. There are procedures for reporting faults, and a current list of staff responsible for reporting these which can be found at: have good relationships with our Cleaning Staff colleagues who over and above the normal/daily cleaning tasks of the building we accept requests for special cleaning of areas.We provide clearly marked bins for recycling waste.Not sure if we need to do more evidencing against clean…and comfortable here. For instance, perhaps we need to have evidence from our users about what they think!!!! ***** 15 July 2013 (AH)Main Library Redevelopment Project (MLRP) WGHL we have a recently 1 Had a buzzer installed outside the library at the top of the stairs to alert us to any user who not able to use the stairs. 2 Updated our signs, covering them with matt vistafoil to make them easier to read. 3 Put up new signs showing where there are sockets available for library users. 4 added some new equipment for disabled students 5 Changed the use of one of our rooms to a private study room for our users. MOBUG (Multiple Occupancy Building Users Group: with the Facilities Manager, Estates & Buildings Cleaning Manager. Latest requests might be the Meeting Suite. Ask Fiona for a copy of her email to Sandie. 3.4 Co-operative working with other providers, partners and communities3.4.1We have made arrangements with other providers and partners to offer and supply co-ordinated services, and these arrangements have demonstrable benefits for our customers.(Guidance)Formal and informal partnerships and plans for improving access and rmation on the success of joint working arrangements, including improvements you have made to services as a result.Customer feedback on the services provided through partnerships, including the quality and range of services and how these are tailored to the individual customer's needs.Remember this is about showing what the benefit is for users…so what is benefit of SHINE? Don’t forget internal partnership working if you have it, e.g., with IT. NHInternal Partnerships: Other User Services Division units, particularly Helpline; Facilities Management; Estates and Buildings;, users elsewhere in the University; other IS Divisions; Human Resources; Finance Department.Internal: Freshers Group – co-ordinating Freshers Programme for IS; Opening Hours Group, co-ordinating service hours for Library Sites.External Partnerships: 3M for the provision of library hardware, i.e., book returns system, etc. Commercial suppliers, e.g., for printing and plasma screens; Help! (AH)The Knowledge Network offers a wide range of resources and services.Undergraduate or postgraduate students working or training with NHS Scotland, may register for a Knowledge Network username and password.SCONUL access. National Library of Scotland. A list of those allowed to borrow from other institutions can be found in the Admissions Manual at the Main Library Helpdesk.The medical libraries are members of SHINE – a community of library and information providers have developed co-ordinated working arrangements with our partners that ensure customers have clear lines of accountability for quality of service.(Guidance)Information on how you monitor and assess services you provide in partnership with other organisations.Evidence of any service level agreements, particularly handover arrangements and other measures that make sure that the customer receives a 'seamless' service.Details of how customers can complain about the services you provide in partnership with other organisations.Details of how you publicise joint working arrangements, including clear information for customers on who is responsible.Examples of how you help customers to access services, where appropriate.Again, don’t forget this is about not just partnership working but about accountabilities, e.g., what exactly are roles and responsibilities for responding to IT problems… Library staff or IT staff? NHWorking with partners ensuring accountability and quality of service…. (AH) Need to demonstrate this…SCONUL Access reciprocal scheme is now well established, allowing customers to visit other institutions in a seamless manner. Online application is now well established, improving the convenience for users. The SA web page has recently been re-designed, providing a complete guide to users, and allowing Administrators to monitor the service. (KB)The medical libraries carry a range of leaflets publicising the services provided by NHS Education for ScotlandMedical Libraries help customers access services by clearing requests for Athens passwords for the Knowledge NetworkThe librarian provides training for NHS users, help with using databases and support for staff undertaking systematic reviews.3.4.3We interact within wider communities and we can demonstrate the ways in which we support those communities.(Guidance)Information on how your organisation works with and contributes to the wider community, beyond the direct service it provides to customers.Do you engage in widening participation…school visits to encourage young people to go into higher education? Can public access library? Are special collections open to public? NHUoE is a member of SCURL, SCONUL & EDINA, incorporating members in the Higher and Further education sectors as well as Public libraries. SCONUL membership allows by far the greatest amount of interaction with fellow Higher Education institutions. Users from all over the UK visit our library through this reciprocal access policy. Postgraduates and staff are entitled to borrow our items, and undergraduates are entitled to reference only access.However, members of the public who are not linked to any institution are still entitled to visit the library using the entry requirements stated in the university web pages. We also allow borrowing for a fee , which is subsidised for all previous graduates of the University.School children are very welcome in the library, using an introduction from their Head teacher.Several groups are entitled to borrow with us including NHS Lothian staff and Associated Institutions, which are again listed on the university web site.The University of Edinburgh participates in ‘Doors Open Days’ every year, whereby public buildings are open to the public. Staff give tours round the Main Library and highlight the history of the building and service it provides.Special Collections (Centre for Research Collections) is open to the public also. **KB 3/9/13 ** Karen Bonthron is SCONUL Access representative for the University. She has attended the AGM of this organisation to meet and discuss issues with fellow members.- is first point of call for any queries from users of this scheme. 4 Delivery4.1 Delivery Standards4.1.1We have challenging standards for our main services, which take account of our responsibility for delivering national and statutory standards and targets.(Guidance)Details of all standards, performance indicators and targets set for main services.Include national, statutory and local standards and targets.Email to Richard:Thank you for the info… etc.We hope you don’t mind us coming back to you again with some questions relating to the info you gave us.We would like to drill down a bit deeper with the information you have given us. For example, can you tell us who is tasked with reviewing the data sent back by SCONUL? Do you have any specific examples of how this data has been used to make improvements to customer service. We can see how the LibQual survey has been used for customer focus, the You said We Did document give these examples, but we are not so clear about the info from SCONUL.The information from SCONUL, as far as we can see, informs us on setting our service targets. Is this correct? Or, do we adjust these in light of comparing targets against other institutions? If this is not a silly question! Therefore, who is looking at the comparators with other institutions, and who then sets the targets for UoE?Richard, we have come to the conclusion that whilst we may be participants in these exercises, we obviously have not fully understood the process!How do the service targets relate to our KPIs?There is evidence here which is about satisfaction… which is Element 1…this is about service delivery which is evident in later part of your evidence here, e.g., those reported to your Library Committee. NHThis section is very messy and needs sorting! (AH – my fault though!!!)We are involved in the following surveys: These surveys are returned to and monitor/assessed by the Quality Enhancement Group. The findings of the surveys are then appropriately made available to the University community for individual review and consideration.(Help Managers are just about to undertake an exercise of reviewing the ‘surveys’ (which ones???? with respect to the impact on Help Services).Need more info on the results of our surveys in terms of the targets setFinal year undergraduate studentsThe National Student Survey (NSS) is a UK-wide survey of undergraduate students in their final year conducted by Ipsos MORI on behalf of the higher education sector. This survey is now closed and will reopen in January 2014.National Student Survey Non-final year undergraduate studentsWe run the Edinburgh Student Experience Survey to gather the views of undergraduates who are not yet in their final year of study. This survey closed on 1 March 2013 and will run again in Spring 2014.Edinburgh Student Experience Survey Postgraduate taught studentsWe participate in the Postgraduate Taught Experience Survey (PTES), along with over 80 other universities across the UK. We are keen to hear the views of all postgraduate taught students. This survey is now open and will close on 14 June.Postgraduate Taught Experience Survey Postgraduate research studentsWe also take part in the biennial Postgraduate Research Experience Survey (PRES), along with over 100 other universities across the UK. We are keen to hear the views of postgraduate research students in all years. This survey is now open and will close on 16 May.Postgraduate Research Experience Survey International studentsThe International Student Baromoter tracks the opinions and experiences of students studying outside their home country. Results are used by the University support services and the International Office to further improve the experience of international students. This year’s survey will open in Autumn 2013.International Student Barometer LibQual Survey which will be open in November 2013.Help Services compare Key Performance Indicators with those of other institutions using data collected from LibQual , SCONUL and NSS statistics.Every two years, we use the LibQUAL+? Survey to measure users' perceptions of the library service. The 2011 LibQUAL report and the Library's actions in response to the report are available to download.Edinburgh University Library has participated in the LibQUAL+? survey every alternate year since 2003. On each occasion, we have analysed the results and, where possible, we have implemented changes in response to the concerns rmation from Richard : “Every year we provide a large amount of data related to the library's activities to SCONUL in common with all other HE libraries in the UK. The so-called "SCONUL statistics" have been collected for several decades. Many are collected by library staff during the course of the year, are collated and then submitted. Other data such as study spaces, opening hours, financial and HR data is collected once a year and submitted. SCONUL collate the data and make it available to the HE library community. We make use of our data internally to review trends, for example book borrowing, head counts, turnstile counts, inter-library loan applications, items added to the print collections, numbers of digital resources etc. We would make use of SCONUL data from comparator institutions - in our case the Russell Group institutions - as the need arises. Data from SCONUL was used in the Collections Review held in 2011/12. Chairedby VP Nigel Brown, this review was set up to review the library materialsbudget and, as part of this, there was benchmarking against other RussellGroup libraries using the SCONUL data - library expenditure etc.LibQual survey: we have participated in the survey every 2 years since 2003.This is an international online survey which measures users' satisfaction with library services, study space and collections. Our data is collated by LibQual and, from their report, we compile a range of summary papers. These are then considered at the University Library Committee, College Library Committees and elsewhere. Information is made available via the IS web site: from comparator institutions in the UK has been used, for example in relation to satisfaction with the library's collections. Local targets are represented by Key Performance Indicators. There are 23 separate indicators (which are referred to as ‘Service Targets’ within Information Services). Of these, 6 can be entirely attributable to Help Services. These are ;Overall user satisfaction set at 85%.Material requested by disabled users will be available for collection within 5 hours.During the working day, users will be served within 5 minutes at service points.85% of material will be issued by self-service.75% of material will be discharged by self-service.All faults with photocopiers will be promptly dealt with and all those that cannot be resolved will be reported within 1 hour to the photocopier supplier.Service targets: these are set by the Library Management Team. The issue of service targets? is being reviewed - they have been running in this form for 12 years and the Management team believe the time has come to review them again.All of our performance statistics are shared via our University web pages, and actions as a result of adverse comments are made known also to our users, via the web and also through the Library Committee.***KB 8th June 2013.:\STRATEGY\ServiceTargets - queues, enquiries, photocopier repairsService Targets Report: responses: You said We Did Document: [The data is available on K Drive, but not widely publicised as to where it is - most Helpdesk we spoke to not aware it is there… in tems of what the public can see, we thought Leeds Metropolitan University had a good page : see pdf in documents folder - BW & CB Link doesn't work… new link required for public to be able to see… more recent report: K:\STRATEGY\ServiceTargets\Reports - BW & CBDaily Stats detailing admin figures kept in diary – collated for throughput stats at end of month; Twice Yearly Sconul Statistics, including numbers and types of enquiries in a week (procedural/directional etc) BW (Chat with Site Supervisor, David Fairgrieve)]4.1.2We monitor and meet our standards, key departmental and performance targets, and we tell our customers about our performance.(Guidance)Details of how often you monitor your performance and the methods you use. Current performance against all standards, key departmental standards, statutory inspections and audits and internal performance targets for the last full year.As above…this is about.. do you measure what you do on a daily basis re. delivery to customers (some of which may be SCONUL metrics). NHEdinburgh University Library has participated in the LibQUAL+? survey every alternate year since 2003. On each occasion, we have analysed the results and, where possible, we have implemented changes in response to the concerns identified.Local targets are represented by Key Performance Indicators. There are 23 separate indicators (which are referred to as ‘Service Targets’ within Information Services). Of these, 6 can be entirely attributable to Help Services. These are ;Overall user satisfaction set at 85%.Material requested by disabled users will be available for collection within 5 hours.During the working day, users will be served within 5 minutes at service points.85% of material will be issued by self-service.75% of material will be discharged by self-service.All faults with photocopiers will be promptly dealt with and all those that cannot be resolved will be reported within 1 hour to the photocopier supplier.All of our performance statistics are shared via our University web pages, and actions as a result of adverse comments are made known also to our users, via the web and also through the Library Committee.In March 2012, Information Services conducted an Exit Survey of users leaving the Main Library. This was the first survey of this kind, but likely to be repeated.85% of users rated the Main Library as ‘Good’ or ‘Very Good’.Results were made available via the Information Services web pages.SCONUL statistics are collected annually, and all library sites are involved with collection of results. Statistics are available to staff online and offer comparative statistics with other UK HEI’s.In 2012, Information Services included the following questions in the Post-Graduate Taught Experience Survey (PTES);Q1 The library resources and service are easily accessible Q 2 The library resources and services are good enough for myneedsQ 3 I am happy with the level of service I received from Librarystaff, both face to face and electronicallyQ 4 I have received instruction from Library staff on using librarysearch toolsQ 5 The Library’s electronic resources are sufficient from my needs Q 6 The Library’s print collections are sufficient for my needsThe survey was able to present differing results per University College. Results are available via University web pages.****29th May 2013 (KB)We need to know how often we monitor against the standards and what the results are.: Results of User Satisfaction Survey (presently demonstrates results as of March 2013) Target of overall user satisfaction set at 85%. Met.K:\STRATEGY\ServiceTargets - queues, enquiries, photocopier repairsService Targets Report: Monitoring Survey. on staff K drive; K/LIBSTATS a year as Service Target Monitoring SchedulesRecorded manually by Library Staff Statistics K:\LIBSTATS HeadcountsInformation not published at site level to customers, but available as part of general IS info? BW (Chat with Site Supervisor, David Fairgrieve)4.1.3We consult and involve customers, citizens, partners and staff on the setting, reviewing and raising of our local standards.(Guidance)Methods you use to consult and involve customers and others about local standards and targets.Outcomes of your consultation on standards and rmation showing past and present standards and targets that can use to compare your performance with previous years.Good evidence but not here!!! This is about asking users about your own standards e.g., speed of re-shelving, speed of response to enquiries, etc. Much here for 1.2.2. Has feedback from students impacted on standards and timeliness of responses for example? NHQuantitative data relating to the quality of our library service is available from LibQual survey data and also the National Student Survey (NSS). Data from these surveys directly influence any changes to Help Services standards, and are published via the University web pages. ( See 4.1.1) NSS directly relates to involvement with our students, and LibQual with any user of any group using Help Services. You said We Did.Qualitative data is collected through comments, complaints and even compliments, from our customers via Feedback Forms. These forms are available at each of the Help Services desks and give valuable insight into potential areas of service improvement. The University participates in a number of national student surveys including: the National Student Survey (NSS); the Postgraduate Taught Experience Survey (PTES); the Postgraduate Research Experience Survey (PRES); and the International Student Barometer (ISB). Senior staff emphasise the importance of these surveys in identifying key institution-wide matters and in providing comparative data across colleges and schools. Schools whose survey outcomes suggest they have matters to address are required to produce an action plan and efforts are made to share good practice across the institution. It is clear that the University places considerable significance on the outcomes of these external surveys and that action to address any unfavourable outcomes is monitored carefully.*****1 June 2013 (KB/AH)Library Committee consults with our customers, EUSA representatives, academics and other IS colleagues.Also liaison via various focus groups: Fresher Group, ASLG – liaison between EUSA and IS staff. Targets Report: the comparisons and outcomes published? - pdf in Documents folder - BW & CBTerms and conditions of borrowing - user comments we have heard suggest not always well advertised to new borrowers, and actually quite difficult to find as an overview via website - needs to have more prominence - information about borrowing terms seems only available by browsing to specific topic - no overall 'terms and conditions' easily available - leaflets, more prominent on website etc - BW & CBLaw Library committee meets twice a year , at law it is the librarians that sit on it Liz Stevenson (Liaison librarian), Nahad Gilbert (Liaison librarian); New College meets three times a year and Sheila Dunn (Site and Services Supervisor) goes to it with Liaison Librarian; (this could help with communication?) - CB. K:\Strategy\ServiceTargets - site docs: A lot of changes have been implemented at Moray House Library in the last few years, after a lot of complaints about the previous arrangement with the Library on the first 3 floors, and 2 unsupervised Open Access Labs on the 3rd and 4th Floors; the decision was made to close the labs and integrate the PCs into the Library. This involved major rearrangement of stock, additional data and power points being added, new desks and office screens being acquired, and close work with LTSTS to achieve the integration. This was done on the basis of the large amount of feedback forms that were received about the difficulties with the large (and often noisy) labs. Example of improved delivery of service for study BW (Chat with Site Supervisor, David Fairgrieve)Also in response to customer comment, we implemented a better booking system for the 2 Study Rooms (now online booking), got the rooms redecorated, and PCs put in. Example of improved delivery of service for study BW (Chat with Site Supervisor, David Fairgrieve)New heating system installed at MHL in Summer 2012, after repeated problems with the old system in the previous few years lead to customer complaints and regular reports via EBIS of problems. Example of improved delivery of service for study BW (Chat with Site Supervisor, David Fairgrieve)New air coolant units installed on Ground Floor at same time after user comments about previous faults with old air conditioning system often made the Library too hot to work efficiently Example of improved delivery of service for study BW (Chat with Site Supervisor, David Fairgrieve)Entire lighting system replaced by Estates and Buildings after user comments about difficulties of seeing shelf-numbers in some of the aisles Example of improved delivery of service for study BW (Chat with Site Supervisor, David Fairgrieve)Additional individual, quiet study desks added and daylight lamps acquired after users commented that light was difficult in evenings Example of improved delivery of service for study BW (Chat with Site Supervisor, David Fairgrieve)A new Reserve Area was set up, complete with self-issue machine and security gate after user comments about difficulty of locating Reserve items before this system was in place (users would take them off and not return after 3 hours). As everything is now checked out, there was a big spike in returns to the Helpdesk, with books often being bundled back as staff were dealing with other enquiries. To deal with this, we established a Reserve Only drop-bin, and worked out a method of backdated discharge that would allow students to feel reassured that they would not incur fines between them returning books and the Helpdesk staff discharging them (see procedures and instructions in docs file) Examples of improvements in Library Services BW (Chat with Site Supervisor David Fairgrieve)4.2 Achieved Delivery and Outcomes4.2.1We agree with our customers at the outset what they can expect from the service we provide.(Guidance)Show that you use the promises and aims to make appropriate commitments to each customer.Details of what customers can expect from our services, that make up our service definitions and the description of our services, is published on the Information Services web pages. However, we listen to our customers and commit ourselves to respond to feedback about our services and make appropriate changes where possible following consultation with our colleagues and comparators in the Russell Group. The Library Committee play a valuable role in liaising with the wider community of the University and agrees service outcomes with our academics and student population. For example:Changing opening hoursCharges for finesStudy spacesAccess *****5 June 2013Evidence here needs to reflect the examples – these would come from the Christmas Opening Survey; 24/7 Survey, etc.Find out where and when we agree this? Give examples for example Admissions policy amendment allowing OLL disabled student to access equipment that normally required a user name and password. Care Policy - Staff not sure if we have? Good example is Newcastle University Customer Care Policy website: - pdf in documents folder - BW & CBNew link: - BW & CBDon’t think this is done specifically at Site (beyond response to feedback and comments) BW (Chat with Site Supervisor, David Fairgrieve)In addition to the generic information that students might receive, a good example of information that students receive at the start of their studies about the services we offer is through the Library induction sessions that the Liaison Librarian gives. Although the obvious info is in the Site handbook and on the website, and while we do promote both of those, the inductions are an opportunity to detail the general services the Library provides, and the specific nature of the Site Library BW (Chat with Site Supervisor, David Fairgrieve)4.2.2We can demonstrate that we deliver the service we promised to individual customers and that outcomes are positive for the majority of our customers.(Guidance)Customers' views and feedback on their experience of the service.Include responses to specific survey questions and information and figures for positive outcomes.Again evidence here is about satisfaction… you can argue that students are satisfied as you deliver what you say you will, but any metrics on performance is much stronger evidence. NHThe IS Student Survey 2013 was launched on 29 April using the BOS online survey tool. The survey is aimed at all students and aims to gather feedback on student satisfaction with existing IS facilities, together with information about what students would like to see IS provide in the future. The survey closes on 24 May 2013.‘This is demonstrated in the regular Help Services reports discussed at Leadership team level, and published in Help services web pages’. KBFeedback from customers about their experience of using our services is gained from;Xmas survey, staff/student cte’s, Comment forms, Web page feedback form, Unidesk emails. KBConsultations with students ASLG – the Academic Services Liaison Group, organised and chaired by EUSA, meets several times each year and promotes discussion of issues of immediate concern to both IS and EUSA, enabling problems to be addressed promptly, and impending or possible service changes to be discussed to avoid misunderstandings. It is a very productive forum, particularly helpful in dealing with building planning related issues. The Group met less than normal during 2009/10, but this was supplemented by direct contact between IS staff and students. Strategic planning meeting with EUSA – each year the IS senior management team holds preplanning round talks with EUSA (comparable to those with the Colleges and Support Groups) to enable EUSA officials to be aware of the likely major developments (positive and negative) that IS will put forward in its plans, and for EUSA to make IS aware of what changes to facilities and services it would like to see and not see taking place in the coming FY. These are very constructive planning discussions that are of value to both parties. EUSA on IS Committees – EUSA have active representation on the Library, IT and e-Learning Committees, and are therefore party to discussions about these areas, in terms of future developments and resolving any problems that have arisen. Where possible we aim to have UG and PG representation, the latter becoming of increasing importance with the steady rise in PGT students. Other approaches - We have recognised the limitations to the formal approaches to gathering student views, given the problems for representatives of speaking for a diverse student population, and so we gather information directly from samples of the appropriate student communities through surveys, focus groups and interviews. These have proven to be very useful in giving us more robust and in-depth data.Examples of this approach are in the design of the floors of the refurbished Main Library, the provision of water and vending facilities in microlabs, 24hr opening of facilities, training courses offered and the format in which they are provided, expansion of the MyEd portal facilities. We also initiated discussions with the other direct Student Services and EUSA to assess the best ways to communicate with our multiple student communities which should result in a more joined-up approach to this activity between services.***8th June 2013.Help Services User Satisfaction MinutesUnidesk- customers invited to confirm successful resolution of enquiries Surveys: Libqual satisfaction surveys are targeted at Main Library and Law does not actually get the questionnaire CBCustomer Feedback FormsWe believe that this is done at a wider level, and is not done specifically at Site BW (Chat with Site Supervisor, David Fairgrieve) ( This report has not been repeated before or since 2010.)4.2.3We can demonstrate that we benchmark our performance against that of similar or complementary organisations and have used that information to improve our service.(Guidance)Information from benchmarking exercises (where this information is available).Exercises can include comparing functions as well as whole services.Evidence of peer reviews, discussion groups, taking part in forums or other methods for comparing your performance with other organisations.Looks to be good evidence of sharing, etc. but need to show improvements from benchmarking etc. NHWe benchmark against SCONUL statistics, and other Russell group universities for Service provision. “The leadership team reviews a sample of the SCONUL benchmarking to assess how well our services measure up to the services offered by similar universities”Quantitative data relating to the quality of our library service is available from LibQual survey data and also the National Student Survey (NSS). Data from these surveys directly influence any changes to Help Services standards, and are published via the University web pages. ( See 4.1.1) NSS directly relates to involvement with our students, and LibQual with any user of any group using Help Services. IS Quality Enhancement Group has oversight of IS quality enhancement activities. Any surveys carried out by IS and/or its Divisions must be validated first by QEG, and they have tended more towards using LibQual for library quality assessment. Information Services have just reinstated the IS Survey which covers all elements of IS, library, IT, technology enhanced learning.QEG have been instrumental in organising focus groups to measure customer satisfaction.Library Managers take part in local partnerships (eg. SCURL) to discuss service provision.The Benefits Of Sharing project is overseen by SCURL (Scottish Confederation of University and Research Libraries) and is being undertaken by staff from the University of Edinburgh and the University of Stirling.??At its recent meeting on the 23rd January 2013, SCURL approved the creation of a ‘task and finish’ group continue the work on the project. The Benefits of Sharing project is contributing towards a new vision for library systems by investigating the following question:“How would a shared library management system improve services in Scotland?”The new group will consider the conclusions of the project, and take these forward.??Specifically it will look at what the possibilities might be of running a shared LMS in the future . The outputs of the group will be able to inform the future direction of SCURL and its members.***19th June 2013sconul.ac.uk LINK Russell Group eg. on topics such as loan entitlements, Xmas Opening Hours, Services for Distance Learners, possible withdrawing access to reference users during exam period.EUSA and student Reps used to consult and involve customers and others about local standards and targets CBAlumni – looking at other organisations about the provision they make for their Alumni – was part of the decision making process for us to change our policy.Not at Site Level – but comparative data (i.e. throughput stats, other reports) is available to measure workload and performance across Sites BW (Chat with Site Supervisor, David Fairgrieve)4.2.4We have developed and learned from best practice identified within and outside our organisation, and we publish our examples externally where appropriate.(Guidance)Show how you share and apply best practice within your organisation and how you apply best practice examples from outside the organisation.Examples of best practice you have published recently.Ditto, as above. Looks to be good evidence of sharing etc., but need to show improvements from benchmarking, etc.The IS vision sets a goal of world-class services. We are also committed to valuing and developing staff as one of our core values .The Quality Enhancement Group has committed time and resources to a Service Improvement programme, drawing upon the best practice framework found within the IT Infrastructure Library (ITIL?).More information from the Office of Government Commerce Website Although it was originally designed to aid the management of IT services, ITIL? is being adapted and adopted for use in all IS services, covering the four IS domains of Audio Visual, Library, IT and Learning Technology.IS Quality Enhancement Group is responsible for keeping watch on internationally recognised surveys such as LibQual.In addition to inward-facing QA activities, QEG have long-standing mechanisms for gathering information about what our peers in UK and worldwide HEIs are doing with respect to service enhancement and contraction. Some of this information is drawn from formal mechanisms (eg the Libqual survey, the NSS and PGRES); some is semi-formal (eg the Russell Group IT Directors benchmarking meetings, SCONUL1, various email discussion lists), and some is informal (eg through personal visits to specific peer HEIs, esp in Russell Group, U21, LERU) and via conference attendance. We share this knowledge internally in our various teams and management.***19th June 2013. Deal effectively with problemsOverall this looks good on the surface, but would need to see more details of how it works in your environment as University Complaints systems are often long winded and timely, slow responsiveness and about academic issues. If that’s the case a quick and speedy in-house informal complaints process for Library may be better? NH4.3.1We identify any dips in performance against our standards and explain these to customers, together with action we are taking to put things right and prevent further recurrence.(Guidance)Outcomes of monitoring processes.Details of any action you have taken.Examples of how you explain dips in performance to customers.Examples of effective procedures you have put in place to keep customers informed during exceptional circumstances such as emergencies.We communicate via our IS alerts web page any problems with munication group is discussing how we can co-ordinate our communication channels more effectively.Any planned or unplanned outages will be advertised via student web pages and on library plasma televisions.****27 June 2013Webpage: IS Services Status and AlertsDocument # - sample email to students re Christmas opening and borrowing.Bulk emails to usersEmail and poster documentation done on Main Library site eg. in advance of a service outage and downtime on 10 Apr 2012, then rolled out for other sites to use as well to avoid duplication of effort yet to reach all users at Library sites.IT provision - tweets, emails, IS Service Alerts? - BW & CB Moray House Library - "flood"/ water damage - summer 2012 - necessitated emergency closure until 14:00; notification agreed with Barry Croucher through tweets, updates to Site webpage, and bulk email (organised by Helpline). Locally, we put up signs at Main Entrance with re-opening time updates as morning progressed BWNormal procedure at Site to notify customers about a change to normal services (planned or unplanned) would be through poster notices, although if we wanted to alert all users to a particular problem in order to save them time or inconvenience, we might sparingly use the tannoy system. An example of this might be a complete failure of the Cloud Printing service, at a busy time like assignment deadline (or similar). This would give us a chance to suggest alternative options/ report what is known about fault/ how long it is likely to take etc. BW (Chat with Site Supervisor, David Fairgrieve)4.3.2We have an easy to use complaints procedure, which includes a commitment to deal with problems fully and solve them wherever possible within a reasonable time limit.(Guidance)Customer complaints procedure as provided for use by customers.As of March 2013 we have a new University wide complaints procedure…‘The complaints system links in to the University complaints procedure if they feel their complaint has not been satisfactorily resolved’. In addition to official complaints procedure, many resolvable issues are dealt with directly at the Helpdesk, by any staff, where appropriate, or by Senor Staff (Senior Helpdesk Assistant, Site and Services Supervisor), where required. A parallel, and more clearly documented process, happens through UniDesk incidents handled at Site – due to the structured nature of a UniDesk incident, there is a clear process: from initial report, to what has been done, by whom, and when, to final resolution and check to see the customer is satisfied.The Unidesk system enables customers to track their enquiry through the handling process. *****3 June 2013Web page: Added by BW (Chat with Site Supervisor, David Fairgrieve)4.3.3We give staff training and guidance to handle complaints and to investigate them objectively, and we can demonstrate that we empower staff to put things right.(Guidance)Complaints policy.Guidance and training you give staff in how to respond to and deal with complaints.Assessment of how effective your complaints handling training is.Examples of where staff have been given the authority to resolve complaints.Staff are fully aware of our complaints handling procedure and a management structure is in place to deal with complaints mon areas of complaint include;Fine appeals- forms dealt with by selected staff for consistency.Claimed returns of books- Library record print-outs retained and structured system of checking in place using selected staff.Fine appeal formsDebtors ListLost book replacement chargesHelpdesk training - ‘empowerment’ to resolve where appropriate or pass to Senior Staff BW (Chat with Site Supervisor, David Fairgrieve)UniDesk Training – ‘empowerment’ to resolve where appropriate or pass to Senior Staff BW (Chat with Site Supervisor, David Fairgrieve)4.3.4We learn from any mistakes we make by identifying patterns in formal and informal complaints and comments from customers and use this information to improve services and publicise action taken.(Guidance)Records of formal and informal complaints and comments relating to rmation you regularly publish showing trends in complaints, both formal and informal, and the action you have taken as a results.Excel spread sheet exists for management to record complaints that have not been dealt with using our systems above.This kind of information has historically been held (as confidential material) by Senior Staff at MHL BWNew College and Law have a Library and Computing Committee [link to follow]. Student rep brings up suggestions/complaints , past issues have been temperature in library, inter-library loans (now free) and shelving (new shelver employed). CB Results from Angi Lamb.We attempt to learn from our success, as well as our mistakes! We welcome positive and negative feedback, as both things give us good information about how we are performing. Although we don’t currently publish anything at Site level, as a result of thinking about this we will be setting up a Moray House Library Information board, with ‘Did you know?’-style posters detailing the changes we have implemented and the improvement to Service we have implemented in the last few years BW (Chat with Site Supervisor, David Fairgrieve) 4.3.5We regularly review and improve our complaints procedure, taking account of the views of customers, complainants and staff.(Guidance)Customer and staff feedback on the effectiveness of the complaints procedure.Process for reviewing your complaints procedure and the improvements you have made.Help Services deal with complaints as set out by the new University complaints procedure. complaints procedure so may require to demonstrate how it was dealt with prior to this.Law library guide updated, customer comments taken on board to make it more user friendly. CBUSD Orthus/Shared/HelpServices/Complaints/ComplaintsRegister/Complaints Register 2012.13.4.3.6We ensure that the outcome of the complaint process for customers (whose complaints is upheld) is satisfactory for them.(Guidance)Feedback from customers on the outcome of complaints processes.Details of procedures for staff and feedback processes.Any users using Unidesk system to complain will have a first response to their complaint dealt with by staff within 24 hrs. They will be invited to reply if they do not believe it has been dealt with satisfactorily.*****27 June 2013Staff encourage users to e-mail comments, or complete Comments forms. These forms are then followed up by Supervisors, or escalated to Senior staff if policy decisions are required to be changed or justified. Any procedures that are unable to be solved at this level, will be recorded within the University complaints procedure. KB.University Complaint Handling ProcedureFeedback form - new A4 format - could form have QR barcode to online form/ Or posters up, with QR barcode to online form? - BW & CB 07/05/2013Criterion 5 Timeliness and Quality of Service5.1 Standards for Timeliness and Quality5.1.1We set appropriate and measurable standards for the timeliness of response for all forms of customer contact including phone calls, letters, e-communications and personal callers.(Guidance)Details of standards and targets set for timeliness of response to customer contact for all access channels.Unidesk call management system is designed to capture different levels of response time depending on seriousness of incident KB/GRSee online Service Targets- “ During working day, 95% of users will be serviced within 5 mins”. GRAdditional targets from Library Committee and New College Library Committee. Not available to users in K drive.EMAt MHL, we aim to answer all emails/ UniDesk incidents the same day (although the life-cycle of an UniDesk incident might be longer if it is an complex enquiry, which needs details checking, or needs to be passed to somebody else). Phone enquiries are dealt with immediately, unless there are no available Helpdesk staff to take the call. The answering machine is always on, and we will then check it and ring back as soon as possible. Enquiries by post are now rare, but would be read and if possible responded to the day they are received. We aim to always have at least one member of staff at the Helpdesk, and they are encouraged to respond immediately to a personal caller arriving at the desk. BW.Unidesk reports on staff wiki: ‘service targets’ in Uni home page. targets/reports/Lib Comm report Oct 20125.1.2We set comprehensive standards for all aspects of the quality of customer service to be expected in all dealings with our organisation.(Guidance)Full customer service standards - including the quality of your response to phone calls, letters, e-communications and personal callers - for all stages of the customer journey.Key performance indicators in monthly Help Services reports. KBCustomer journey plans to be included. KBCustomer service standards to be addressed.KBIS Help Services web pages give general aims, but not comprehensive standards. GRUser satisfaction survey and service targets shows time we answer queries and quality. EMAt MHL, we aim to provide a consistent and friendly level of service at all times – both to our personal callers, and also to enquiries via phone/email/ UniDesk/ post etc. Customer feedback is always good in terms of service! BWHelp Services User Satisfaction survey Timely OutcomesThis looks appropriate on paper but as ever proof is in eating and difficult to comment more at this stage…usually discussions with staff and users confirm. NH5.2.1We advise our customers and potential customers about our promises on timeliness and quality of customer service.(Guidance)Published information and all methods for advising customers and potential customers of standards of timeliness and quality of customer service.Following logging of calls on Unidesk, users obtain an email detailing expected response date. KB/GRExpectations within Helpdesk that all emails will be answered within 24hrs. This is not conveyed to customers. KBSee Service targets online document;(GR)At New College readers advised “Your enquiry will be answered directly or passed to appropriate specialist help.” EMPublished information for New College but depends on enquiry eg time specified for collection of Special Collections, reference help see New College webpage EMMany procedures have across sites have no time frame published eg processing of fine appeals, bill for replacement book. EMAt Moray House, our answerphone message states that someone will return your call as soon as possible. Email messages to site are now entered into UniDesk (if a customer query), and the default advise is then given. Otherwise, we don’t currently advise as to timeliness, but aim to respond as soon as possible. BW New College Guide identify individual customer needs at the first point of contact with us and ensure that an appropriate person who can address the reason for contact deals with the customer.(Guidance)Examples of the processes you use when you first have contact with the customer - for example, interview techniques, mapping customer journeys, reviewing information you already hold about the customer.Show an understanding of how customers are using the different methods to contact you, and the problems you face in providing a successful service.On arriving at desk, conversation allows detail of problem to be directed to Computing Helpline, Liaison Librarians or indeed , ourselves. KBVoyager records are used to note information about visits users have previously had with the library in the ‘note’ section.Unidesk calls are passed to correct team following email ‘conversation’. Individual staff may be asked to solve any problems. KBUnidesk stats can show methods of contact.Staff at Helpdesk will establish conversation with user, and address needs, if necessary passing to other staff. GR. ( Can SA stats address this criteria?) GRProblems such as photocopying or IT problem can be hindered by amount of staff on Helpdesk eg over breaktimes and how many customers to serve. May not be able to answer additional phone or email enquiries at busy times or not provide same amount of quality of service compared to busier times. EMAt MHL –as described above by KB - BW promptly share customer information with colleagues and partners within our organisation whenever appropriate and can demonstrate how this has reduced unnecessary contact for customers.(Guidance)Processes you have in place to make sure that complete information is transferred promptly and to all relevant people within and outside the organisation.Examples of how you have shared information promptly and in a useful and appropriate way, while keeping to the regulations on data protection and confidentiality.Examples of where you have share information about customer groups (for example, with service managers, front-line staff and partners) to provide more efficient services.Unidesk calls are passed to appropriate team for resolution.KB/GRCalls exhibit the Customer Journey till resolution.Statistics are provided by Angie Lamb on Unidesk call rmation on Unidesk statistics are on staff wiki available for all staff in IS. EMAt MHL, sharing information about individual customers and their enquiries with colleagues or partners would probably usually happen through the transferral of a UniDesk Incident. Information on Customer Groups might be through stats – or through informal discussion about a particular group of users’ needs… for example, Helpdesk Manager at Sites (PC) might ask about impact of particular services in relation to students on placement, or IS USD Manager (BC) might ask about key times for Helpdesk activity at site, or a discussion might be had with Disability Officer about the specific features of the building (although we have also formally looked at this, there might be additional discussion based on current users’ needs)., etc. BW Unidesk – ITIL Process service is not completed at the first point of contact we discuss with the customer the next steps and indicate the likely overall time to achieve outcomes.(Guidance)Customers' views that show how the service has been tailored to consider their individual circumstances.Details of how you have communicated the likely timescales with customers.If the customer is a personal caller or phone caller, staff will outline what will happen next and when. This may involve passing enquiry to another staff member. A time scale will be mentioned to the customer before the next period of contact. These conversations are not currently documented.If the query is via email, all conversations are documented via Unidesk and time scales are automatically set. This will include all customer comments.***2nd July 2013.Unidesk calls should demonstrate current information to users. Target times will be set appropriately.Staff do not have proof of processing enquiries ie no Customer Journey info. GR.At MHL, if enquiry is within UniDesk the timescale is laid out, and we would add additional information to the communication with the user to set out what the process will be (who we will pass the incident to, or who will be looking into it, and where appropriate, some description of the possible outcomes. If the enquiry is through some medium other than UniDesk, we would endeavour to make sure the user knows what is happening with the enquiry, and how long it is likely to take – either through email or by phone. If the enquiry is protracted, the likelihood is that it would be handled within UniDesk: the ‘reply to’ address for our Service Account email is IS.Helpdesk@ed.ac.uk, which automatically generates a UniDesk Incident, so even if we send out a notification from to the User from the Service account, any reply they make will be part of a documented process via UniDesk BW5.2.5We respond to initial enquiries promptly, and if there is delay we advise the customer and take action to rectify the problem.(Guidance)Information on wait times for initial responses to telephones, e-mail, text and personal rmation on your procedures to tell customers about any problems.Our service management tool, Unidesk, automates all library queries coming through email. Unidesk automatically sets target reply times, and in reality, all queries are dealt within 24 hours. Users are given an automated email showing target day following logging of call.Key performance indicators are stated in monthly Service reports.If there are any incidents that will give rise to service disruption, these are publicised via the web on the IS alerts web page.Personal callers can expect that 95% of all users will be seen within 5 minutes.This is stated in our service targets which are displayed on the University web pages.*** July 2nd 2013. MHL, advice would be communicated to the user through methods discussed in 5.2.4 BW Service targets state; 95% of users dealt with in 5 minutes at desks.( GR)5.3 Achieved Timely Delivery5.3.1We monitor our performance against standards for timeliness and quality of customer service and we take action if problems are identified.(Guidance)Methods used for monitoring performance in relation to standards for timeliness and quality of customer service.Steps taken to address timeliness of delivery where this does not meet customer expectations.Very little evidence recorded via the web on service monitoring.**9 JulyHelpdesk Queue Monitoring – assesses the timeliness of service(ISG).pdf monitoring; GR-see Site Supervisor job descriptionQuality-feedback forms online and paper copy for external users EM.Library cte minutes address standards; committee and management team addressed issues brought up by Libqual surveyNothing Site-specific to MHL to add here, beyond saying that we would of course address any unacceptable delay to service timeliness brought to our attention BW5.3.2We are meeting our current standards for timeliness and quality of customer service and we publicise our performance against these standards.(Guidance)Current actual performance against all standards and targets for timeliness and quality of service and evidence of publication.Customer feedback on achievement of service delivery within agreed timescales.Examples of 'mystery shopper' evidence where relevant.Difficult to tell from information but this seems to be about timeliness is there evidence re. quality as well? NH** Started 9/7/13.Our standards for timeliness are only present in the Library Committee’s ,‘SERVICE TARGETS: REPORT ON THE 2011/12 SESSION’. These are not widely publicised, but are used by Management to assess any service improvements required.Customer feedback is not sought on achievement of service delivery, and we currently do not use evidence from ‘ mystery shoppers’.Seen in monthly Help Services report; KPI’s. GRCustomer comments received and recorded. KB satisfaction survey feedback for New College through New Colleges library committee EMEvidence published in Unidesk satisfaction survey eg “was your enquiry answered or resolved in a timely fashion” EMNo Site-Specific evidence or commentary for MHL; stats and other info might form a part of the wider Help Services picture, or be included about performances at Sites? BW5.3.3Our performance in relation to timeliness and quality of service compares well with that of similar organisations.(Guidance)Comparative performance data relating to timeliness and quality of customer service obtained from benchmarking exercises.This says statistics to be compared… don’t forget its about outcomes re performance not standards… contact with other CSE Libraries could help you here as either they are compliant and can share performance data with you or if they are partially compliant here then they should be willing to share so that they can demonstrate future compliance! NHSA statistics to be compared KB.Evidence collected by Help Managers/Duty Librarian and CSE Champions: - May/June/July 2013 ................
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