Steve Denton Pro-Vice-Chancellor Registrar and Secretary ...

Steve Denton Pro-Vice-Chancellor Registrar and Secretary ...

Customer Service Excellence Standard 10 years of Impact and Value Helen Loughran, Libraries and Learning Innovation, Leeds Metropolitan University

Leeds Metropolitan University 28,000 students 3,000 staff Libraries and Learning Innovation 2 campus libraries

24/7/365 opening 2,100 study spaces University IT provision 1.5 million visits a year 400,000 books / journals Virtual Learning Environment 95 FTE staff

Libraries and Learning Innovation and CSE Achieved Charter Mark December 2001 Achieved CSE February 2009 Reaccredited 2012 with full compliance and 7 compliance pluses University CSE by 2015

Costs Involved Staffing Project costs Cultural change Assessor Assessment event

Impact and Value Student Experience Enhanced Services

Student Experience others think they listen but they dont you actually listen and act upon what you hear SU President

Student Experience Library floor space per FTE Spend on info per FTE NSS = 84% ISB = 91%

LLI Staff Experience I am really happy that I have been able to give a little contribution to the good functioning of the

team and to the delivery of the excellent customer service provided. I really enjoyed myself working there and I must say that I learnt a

lot in terms of good practices and customer care over the years. Staff Experience 2011 Staff Survey

Enhanced Profile - Internally John Lewis would be envious I'm sure hugely important for our day-to-day support for our students reflects all the excellent work you do (comments from senior university managers following reaccreditation)

Enhanced Profile - Externally Impact and Value Student Experience

CSE More Information Helen Loughran: [email protected] JISCmail list: CSE-STANDARD Networking Day: Tues 11th Sept De Montfort

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