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Customer Service Excellence Accreditation

By Peter J Dennison, on 8 May 2019

Over the past 18 months work has been going on behind the scenes in preparation for our application for the Customer Service Excellence Standard.  Customer Service Excellence (CSE) is designed to operate on three distinct levels:

1. As a driver of continuous improvement.
2. As a skills development tool.
3. As an independent validation of achievement.
CSE Standard: Cabinet Office, 2010

 

 

The Standard is awarded by the Cabinet Office and consists of 57 separate criteria which we have to demonstrate that we meet. This is done by the submission of documentary evidence to an Assessor who will review the evidence as part of the Accreditation process. The other part of the assessment will be a two-day visit by the Assessor on Tuesday 4 and Wednesday 5 June. The visit will consist of a combination of meetings with Library staff, students, and other UCL departments who work with us as well as observation and presentations by staff.

A Pre-Assessment meeting was held with the Assessor on 13 March which was really helpful in identifying areas which required further work and additional documentation. Our formal submission was sent to the Assessor on 8 May and we will find out in the next couple of weeks which areas our Assessor will want to focus on when he visits.

I will be working with Kate Cheney to organise the two-day visit by the Assessor. The first day will focus on our larger sites and will include a visit to the Student Centre. The second day will focus on biomedical sites. We will be given an informal indication by the Assessor at the end of the second day as to how we have performed. Thank you to all colleagues who have contributed to the process so far and to those who will be meeting the Assessor during his visit.

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