Transforming Our Professional Services (TOPS) update
By Benjamin G M Meunier, on 3 May 2017
The latest TOPS Briefing has been published and is available here: TOPS_LeadershipBriefing_Edition6_v1.0
UCL’s Senior Management Team discussed the initial outputs from the TOPS design phase on 3rd May (today). Further discussions in the coming months will help to refine the appropriate delivery model for different services at UCL and how TOPS can be implemented to improve professional services to support the academic mission.
The attached briefing references “the second wave of service design workstreams”, including a Library services workstream. The Library is light touch as far as TOPS is concerned. In line with Customer Service Excellence principles, we already deliver services consistently across UCL. As we have previously highlighted, the family of libraries within UCL Library Services contributes to an overall library strategy for UCL, with a unified budgetary process and a joined-up reporting structure for all colleagues. Indeed, I have received reports that the TOPS consulting engagement partner spontaneously mentioned Library Services as an example of best practice in terms of service ethos, in a recent workshop from a different workstream!
The focus of discussions between Library Services and the TOPS team has been very much on interfaces with Professional Services units, to enable us to sustain and improve on our already excellent service. There are no plans for Library Services workshops to be run. Instead, the TOPS consultants will be visiting the Library SMT/Leadership Team on 15th June to test the TOPS model with us.
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