Closure Report

Project Summary

The CRC has a formal assessment on Friday 20th September and passed with only one partial-compliance (multiples are allowed). In addition, the CRC was awarded compliance-plus in 5 of the elements:

  • 1.1.2 “We have developed customer insight about our customer groups to better understand their needs and preferences.”
  • 2.1.1 “There is corporate commitment to putting the customer at the heart of service delivery and leaders in our organisation actively support this and advocate for customers.”
  • 2.1.5 “We protect customers’ privacy both in face-to-face discussions and in the transfer and storage of customer information.”
  • 2.1.6 “We empower and encourage all employees to actively promote and participate in the customer-focused culture of our organisation.”
  • 3.4.3 “We interact within wider communities and we can demonstrate the ways in which we support those communities.”

Feedback from the assessor was very positive, particularly relating to staff engagement and motivation.

Analysis of Resource Usage:

Staff Usage Estimate: 36 days

Staff Usage Actual: 30 days

Staff Usage Variance: -17%

Other Resource Estimate: £2952

Other Resource Actual: £2952

Other Resource Variance: 0%

Outstanding Issues

None

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