Overview

Background

Customer Service Excellence is an accreditation framework that encourages services to be efficient, effective, excellent, equitable and empowering. It is a practical tool for driving customer-focused change.

www.customerserviceexcellence.uk.com

Scope

The project will work towards achieving accreditation for the Centre for Research Collections as a place, rather than a distinct department within hierarchical structure. This means that all staff who work in the CRC (from across Library & University Collections) will be included in the project in some capacity, though the majority of the work will be undertaken by staff in the CRC User Services team. In this context, customers include UoE staff, UoE students and visitors. Their interaction as customers takes place face-to-face, over the phone and via email.

The process requires the CRC to provide evidence against 57 elements in order to achieve accreditation. Once accreditation is achieved, and this project is complete, the CRC will move on to a rolling revalidation programme in tandem with IS Help Services (who have already achieved CSE).

Objectives

  1. Achievement of Customer Service Excellence
  2. Collect a broad range of targeted customer research to support the planning and decision-making process for the service
  3. Employ a range of customer research methodologies that staff are confident using
  4. Ensure consistency across teams regarding service standards and KPIs

Benefits

  1. A commitment to on-going customer-centre service development
  2. A more comprehensive collection of evidence to support Archives Accreditation and Museums Accreditation
  3. A more consistent experience for our customers no matter what their initial contact point is
  4. Increased collaborative working between CRC and IS Help Services

Success Criteria

CRC achieves CSE accreditation from M Assessment.

Project Milestones

Target Datesort descending Previous Date Title Stage Complete  
06-Apr-2018 No date available M Assessment Appointed Assessors Initiate Yes

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30-Apr-2018 No date available Initial Project Plan Completed Plan No

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04-May-2018 No date available Introduction to CSE for all CRC Staff Plan No

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21-Dec-2018 No date available Evidence Gathered for minimum of 25 Elements Execute No

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28-Jun-2019 No date available Pre-Assessment Visit Execute No

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27-Sep-2019 No date available Full Standard Self-Assessment Submitted Online Deliver No

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27-Sep-2019 No date available Full Standard Assessment Visit Completed Deliver No

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Project Info

Project
CRC Customer Service Excellence
Code
LUC026
Programme
Library & Collections - Centre for Research Collections (LUCCRC)
Management Office
ISG PMO
Project Manager
Francesca Baseby
Project Sponsor
Joseph Marshall
Current Stage
Close
Status
Closed
Project Classification
Run
Start Date
02-Apr-2018
Planning Date
30-Apr-2018
Delivery Date
27-Sep-2019
Close Date
31-Oct-2019
Overall Priority
Normal