The Pro-Vice-Provost’s View
By Paul Ayris, on 29 July 2019
Library Strategy update
2019 saw the adoption of a new Library Strategy by UCL Library Services. How is the Library faring in delivering on the 6 Key Performance Areas the Strategy contains? As Pro-Vice-Provost, I have compiled an analysis which I share with the many visitors who visit UCL Library Services, as well as with UCL committees such as UCL Library Committee. On Thursday 25 July, I had the honour to share the strategy with Mohammed Jassim, who was until recently Director of Mosul University Libraries in Iraq. His library system was desecrated by ISIS and his colleagues are facing building a new library structure and organisation from scratch. It was very humbling to hear about the current state of library services in Mosul.
Of the 6 Key Performance Areas (KPAs) in the Library Strategy, the most successful to date is undoubtedly the one on Sustainable Estate, where the opening of the Student Centre has already revolutionized the way students study in UCL. With 1104 learning spaces, managed by the Library, it is a major addition to the suite of library and learning spaces which UCL can offer. Under the User Experience KPA, the Library has also seen an increase in its 2019 NSS (National Student Survey) score to 86%, up 1% on the previous year. This is another step towards the target of 90% satisfaction that the Library aims to achieve amongst all third-year undergraduates surveyed.
The Library is also the first Division/Department in UCL to achieve Customer Service Excellence accreditation, passing in all 57 criteria at the first attempt – a very notable achievement and a fantastic confirmation of our wish to put the User at the centre of the library experience. The CSE Accreditation Report made particular mention of the contribution made by Library staff: “The staff appeared ‘passionate’ in meeting and exceeding customer expectations and clearly understand what was meant by customer service excellence. All staff appeared keen to deliver an excellent service to ensure Library Services was both ‘leading the way’ and exemplar for other library services. The assessor was also very impressed by the overall staff commitment such as their attention to detail, the desire to continually improve things and the professionalism displayed by them.” This statement is a great confirmation of the Library’s commitment to developing the skills of its staff in KPA2 – Staff, Equality, Diversity and Inclusion.
Every member of Library staff, through their professionalism and commitment, plays a really important role in delivering the Library Strategy and in making UCL one of the best universities anywhere in the world in which to study and do research.
Pro-Vice-Provost (UCL Library Services)