LiSS Customer Services Charter

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1 LiSS Customer Services Charter Library and Student Services (LiSS) exists to support, develop and enhance the student experience at the University of Cumbria. LiSS encompasses: academic library services advice and guidance student finance support disability support including specific learning difficulties counselling mental health and wellbeing Equality and Diversity academic skills self help for digital skills careers and employability library and Information skills LiSS is committed to providing a high quality service and to the principle of continuous improvement. To this end we will aim to provide a comprehensive, easy to access, professional support system which meets a range of learning requirements. Our service will Be welcoming Treat all customers with courtesy, dignity and respect Have staff who are friendly, approachable and respond to customer requirements in an empathetic manner Listen to your needs and respond according to stated LiSS standards Endeavour to find a solution, signpost you to other university services or give alternatives/options Keep up to date with changes in legislation in order to provide you with information which is accurate, relevant and appropriate Promote equality and diversity respecting the needs of all individuals Ensure any customer feedback is dealt with in the stated timescales Aim to feedback to our customers on how we are achieving our customer service standards annually and will give due consideration to any suggestions for improvement Where appropriate maintain a current accreditation of professional organisations and abide by their standards Ensure that staff have access to training and development activities 1

2 We expect you to Treat our staff with respect Be mindful of the needs of other students using the learning environments Manage your library account Keep appointments (or inform us in good time of the need to cancel) Keep the learning environment tidy Treat the learning resources with care Respond swiftly to communications from LiSS Have your Cumbria Card with you at all times Abide by the LiSS rules and regulations df 2

3 LiSS CUSTOMER SERVICE STANDARDS These are our service standards. We will endeavour to meet these at all times however; there may be occasions when we are not able to do so. We will aim to report our performance against these standards annually. Some data will be extrapolated from sample weeks 2 nd week in Nov, 2 nd week in March, 2 nd week in June Standard 1 OPENING HOURS We will endeavour to be open 100% of our published opening hours (excluding emergency circumstances) 2 ENQUIRIES in person If you need assistance please ask at the desk, we will acknowledge you and aim to ensure that you are waiting to be served for no longer than 5 minutes 3 ENQUIRIES by We will acknowledge receipt of your request within 24 hours and will normally respond to your enquiry within 5 working days (This may be longer at busy periods and bank holidays) 4 ENQUIRIES by telephone We aim to answer all phone calls promptly and consistently. Where appropriate our numbers will have a voic facility and any messages left will normally be How we will measure this standard KPI statistics Security ley log records Queue timing exercise x 3 per year s Analysis of generic account (Gr5) Bristol Online evaluations (available from Easter 13) Random Sampling Exceptions/complaints Standard telephone answer Exceptions/complaints Result 3

4 responded to within two working days (This may be longer at busy periods and bank holidays) 5 APPOINTMENTS We aim to provide advice to you through a variety of formats: a) Telephone appointments will normally be available within 2 working days of your requested date b) Face to face appointments will be normally available within 5 working days of your requested date Students may request a longer timescale if needed 6 SELF SERVICE The kiosks will normally be available for use 100% of our published opening hours (excluding emergency circumstances) 7 SHELVING 90% of items returned will be back on the shelves within 48 hours 8 RESERVATION SERVICE a) Lancaster & Carlisle The Reservation List will be done at least 5 times a week. If items are available on the shelves we will aim to have them delivered to the collecting site within 5 working days b) All other sites The Reservation List will be done at least 5 times a week. If items are available on the shelves we will aim to have them delivered to the collecting site within 7 Adviser stats spread sheet Bristol online evaluations New online booking system data Sample weeks analysis Learning Core & Learning Centres to maintain spread sheet of down time Shelving timing exercises x 3 per year Weekly rotas Reservation delivery timings exercise x 3 weeks per year Reservations statistics script 4

5 working days c) Store (Lancaster) We will retrieve items daily (Mon-Fri) and we will aim to have them delivered to the collection site within 5 working days. 9 COMMENTS & SUGGESTIONS Where a response is required we aim to reply within 10 working days. We will use your feedback to improve our service and inform you of this via the You said We did publicity 10 LEARNING ENVIRONMENT We aim to keep the shelves in good order & will tidy the entire library annually. We will report faulty equipment within 1 hour of notification 11 EMERGENCY LOANS Emergency loans are available as cash within 24 hours of an appointment and by BACS within 7 working days At smaller sites where Adviser appointments are by or telephone, you may be required to travel to another campus to collect cash. Each case will be dealt with on an individual basis. 12 STUDENT SUPPORT FUNDING APPLICATIONS On receipt of the correct information we will process all applications within 4 calendar weeks Payments will be made within 7 working days of a decision Comments & suggestions summary sheets You said We did publicity Shelf tidying spread sheet rota Faults notification slips/ yellow estates slips/ s to ICT service desk Supervisors daily log Funds spread sheet Timing exercise x 3 per year 5

6 being reached 13 CLA SCANNING (Copyright Licencing Agency) We aim to complete all scanning requests within 3 weeks 14 INTER LIBRARY LOANS We aim to place a request within 5 working days from the date a complete request is received 15 ERESOURCE QUERIES Please log your query with the IT Service Desk. We will normally check for new queries every working day and aim to contact you within 5 working days with a progress report 16 PHYSICAL STOCK We normally expect 85% of new stock to be available within 30 working days of placing the order 17 EBOOKS We aim to make 90% of all ebook orders available on the catalogue within 10 working days from placing the order 18 LIBRARY CATALOGUE a) We aim for the Library Catalogue to be available 100% of the time b) We aim for the Reading List System to be available 100% of the time (excluding emergency circumstances and planned maintenance) 19 DISABILITY STUDENT ALLOWANCE We aim to invoice for funded timesheets each calendar month CLA report Learning Core statistics Richmond data Learning Core data Sample a % of orders (automated if possible) Learning Core to maintain spread sheet of down time Exceptions/complaints Mystery shopping Sample weeks Monthly returns to finance Sample weeks 6

7 20 STATUTORY RETURNS (CLA, SCONUL, DLHE, ALF) We will meet the deadlines for 100% of statutory returns 21 CAREERS We offer careers guidance to UOC students and graduates for up to 3 years after graduation. Workshops Social media We aim to achieve 90% satisfaction rate from all students who complete our survey 22 ONLINE INFORMATION, ADVICE & GUIDANCE RESOURCES We will update online resources at least three times year Online subject resource webpages will be updated at least every 2 months 23 REASSESSMENT SUPPORT We will provide help and guidance to students in reassessment with 20 or more credits At each results release date, we will contact you via to offer you support and guidance if you have 20 or more credits in reassessment We will aim to contact you by telephone if you have 40 or more credits in reassessment Annual report sign off/acknowledgement Sample week BOS data Twitter feed LOGIT data Blog reports Website & resource pages/careers pages Sample weeks ALES team report Retention activity tracking process ALES team report 24 COUNSELLING 80% of students who access and the service will see improvements in their emotional/psychological wellbeing by Track by session clinical outcome measure scores and report on the statistical data 7

8 the time they are discharged from the service Counselling spread sheet We will respond to your online referral form within 5 working days and indicate to you when your appointment will be 25 EQUALITY AND DIVERSITY To report hate crime and promote cohesion To report and resolve concerns about discrimination or unfair treatment To access a range of EDI and human rights information and support services to enable current students to retain upon a course of study To provide a range of EDI and human right information for prospective students LOGIT Student Case Management statistics third party reporting centre website statistics / SU data 8

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