Information Services (IS) has once again demonstrated its commitment to excellence by successfully renewing our Customer Service Excellence (CSE) accreditation. This achievement highlights the dedication and hard work of our Information Services team in providing top-notch support and services to students, staff, and the wider university community. We are very happy to have scored a ‘Compliance Plus’ rating in a further 3 categories, bringing us to a total of 14 Compliance Plus ratings. We also elevated 5 ‘partial compliances’ from year one to ‘Compliant’.
Customer Insight and Engagement
One of our key strengths is our ability to develop and analyse customer insight. We use a variety of data sources to understand the needs of different customer groups, such as international students, those with learning requirements, and those facing digital challenges. This comprehensive approach has earned IS ‘Compliance Plus’ ratings in several areas, including customer insight and consultation. Of six elements in this section we are rated ‘Compliance Plus’ in three.
Leadership, Policy & Culture
Our culture is deeply rooted in customer focus, driven by our strong leadership team that encourages and supports staff. This commitment is reflected in the positive feedback from customers. As one staff member aptly put it, “It is all about People”. We rate at ‘Compliance Plus’ in four of the six elements in this section (including: leadership advocating for customers; service level agreements, respecting customer privacy and encouraging staff to participate in the customer focussed nature of the team.)
Range and quality of information
We ensure that information is easily accessible through a variety of channels, the portal, Canvas, Staff and Student newsletters, this blog, our social media channels, digital signage around campus and our pop up information events. Our teams also provide excellent support through the Information Centre, Unidesk Self-Service Portal, and the introduction of our new “Chat with Canvas support” available directly within Canvas our VLE. Our dedication has resulted in 4 Compliance Plus ratings for information provision and access.
Service Delivery and Quality
We set ourselves high standards for service delivery and quality, with key performance indicators (KPIs) that are both challenging and achievable. Our team consistently meets these standards, as evidenced by the positive outcomes in areas such as enquiry resolution and library opening hours. We have a robust complaints process and our continuous improvements further demonstrates our commitment to maintaining high-quality services.
Quotes from our Staff and Customers
The success of Information Services is largely due to the dedication and professionalism of our staff. Here are some quotes from team members and our customers that highlight their commitment to excellence:
Looking Ahead
As we celebrate our re-accreditation with customer service excellence, we are grateful for the valuable feedback from our users and for the hard work of all our staff. Your insights and suggestions have been instrumental in helping us improve and deliver this exceptional service. We are deeply thankful for your continued engagement, and we look forward to continuing to innovate and improve our services to deliver the best possible experience for staff, students and visitors to University of Stirling Library and IT services.
Our Customer Service Charter, KPIs and feedback routes can be found on these pages within this guide.