CSE Surveillance Visit - June 14 Update

CSE Surveillance Visit - June 14 Update

Information required in the form of documentation and or reports (electronic or hard copy)
Assessor to Confirm Receipt
Latest performance data for your core business - this needs to show how well you have performed against the standards you have set
Careers (C):
  • Careers Service Standards including team statistics displayed on Careers Service website
/ Library (L):
  • Performance Standards
  • Customer Services Group UK data
/ Reception (R):
  • Performance Data
  • Satisfaction Survey
  • Comparison Survey
/ Student Services (SS):
  • Analysis of Surveys
  • Annual Report
  • Local Plan (Available upon request)
  • Student Services Customer Service Standards and Charter

Details of any review of your service delivery or service standards since your first assessment
C:
  • Created new standards for 2015/16 with student feedback
  • ‘You Said We Did’ page on website which features Careers Service developments and improvements with a link to a new customer satisfaction plan
  • Review of the Bolton Award with statistics which also links to customer satisfaction plan (can be found on Careers website)
  • Student consumer group – research-based piece of work looking at the career habits of our undergraduate students (can be found on Careers Website)
/ L:
  • Merged IT & Library Help Desks (result of staff /student concerns)
  • Enhanced Library roving service to help students on Library floor
  • NSS resultsdiscussed and action plan devised at Library Strategic Planning Meeting and reflected in Library Local Plan
  • Discover@Bolton rolled out fully and off-line access implemented
  • Twitter(e.g. see tweet of 2nd March 2016)
  • Facebook: ‘You Said we Did’; ‘Featured Library Performance Standard’
  • Library Local Plan
  • Planning meeting
  • Latest Discovery stats
/ R:
  • Refurbished a Mother/Baby room adjacent to the Main Reception in October: a new bed, fridge, CD player, comfortable chairs and table should any pregnant students need to rest. This room is available to staff members too.
/ SS:
  • Student Services Customer Service Standards and Charter
  • Student Services uses Surveys and Customer Feedback to review service standards
  • Local Plan (Available upon request)
  • Student Services New Initiatives, Changes and Updates - Criterion 1-5 CSE
  • You Said We Did – ongoing.
  • Student Services Standards Review and Monitoring spreadsheet available upon request.
  • Opening of the Life Lounge ((Life Lounge Report (Confidential) available on request/cannot be published in the public domain)) and Life Lounge Usage Statistics.
  • Halls Facebook Group Polls run throughout the year – evidence available upon request.
  • Introduction of new service provision – Pets As Therapy (feedback available on request).

Latest customer satisfaction results and analysis of these results
C:
  • CSE Survey May 2016 (awaiting final results)
  • Customer satisfaction improvement plan (can be found on Careers website)
/ L:
  • CSE Survey May 2016 (awaiting final results and analysis)
  • Library Performance Standards
  • NSS Results, Focus Groups in progress
  • sample of notes
  • Initial results will be available for surveillance visit
  • Follow-up survey on desk merger
  • Annual Library Satisfaction Survey Dec 15 – Jan 16
  • Library Action Plan in response to Survey 15-16
  • Follow-up survey on roll-out of Discover@Bolton
  • Quick Tap Exit Survey-rate your library visit
/ R: / SS:
  • CSE Survey May 2016 (awaiting final results)
  • CSE Interim Survey results benchmarked against the previous CSE Short Survey to identify progress against previous targets.
  • Several Surveys have been undertaken by teams within Student Services (examples available on request).
  • Student Services Standards Review and Monitoring spreadsheet available upon request.

Latest complaints report
C:
  • No complaints received
/ L:
  • Complaints & Responses 2015-16
No formal complaints received. / R: / SS:
  • No formal complaints received, informal complaint s have been dealt with at a local level.

Latest Annual Report
C:
  • Careers Service Interim Report 2015/16
/ L:
  • Library Annual Report 2015-16
/ R: / SS:
  • Student Services Annual Report

Details of any changes made since your last assessment
C:
  • New Careers Service Standards for 2015/16 – students involved in consultation and review
  • Customer satisfaction improvement plan
  • Student Consumer Group
  • Bolton Award feedback
/ L:
See above / R: / SS:
  • Opening of the Life Lounge ((Life Lounge Report (Confidential) available on request/cannot be published in the public domain)) and Life Lounge Usage Statistics.
  • Service delivery at Queens Specialist Building
  • Change to how the Disability Service and Funding Team deliver their drop-in sessions
  • Student Services New Initiatives, Changes and Updates - Criterion 1-5 CSE

Please also provide information regarding any actions to address the following development points that were raised following the initial assessment:

Development Points raised following the assessment
Details of any activity undertaken to address the development points (please provide any information as narrative in the boxes below
  1. Criterion 1 – Element 1.3.4
Having put a framework in place to measure customer satisfaction in terms of timeliness, delivery, information, access and the quality of customer service it is important that mechanisms are put in place and used to capture and report on-going trend analysis and evidence of long term improvement
C:
  • CSE Survey May 2016 (awaiting final results)
  • Careers Service team statistics
  • Change to Careers Service Standards with student consultation
  • Customer satisfaction improvement plan
/ L:
  • Library Performance 2001-2016
/ R:
  • Satisfaction Survey
/ SS:
  • CSE Survey May 2016 (awaiting final results)
  • Surveys conducted by teams within Student Services
  • A Student Services Improvement and Development Plan is under development.

  1. Criterion 4 – Element 4.1.3
Having consulted staff and students on the establishment of the local service standards it is important that the standards as well as targets are reviewed at least annually to ensure continued relevance and that this process involves students – perhaps through the user group
C:
  • Customer satisfaction improvement plan
  • Student consumer group
  • Change to Careers Service Standards with student consultation
  • Champions Steering Group meet to discuss progress suggest/implement customer service improvements as well as team leaders
  • Monthly team meetings and annual staff planning day to discuss Careers Service/Bolton Award performance (paper copy of minutes available)
/ L:
  • Standards discussed at ASLUG
General:
  • Minutes of ASLUG December 2015
  • Champions Steering Group meet to discuss progress suggest and implement customer service improvements
/ R: / SS:
  • CSE Interim Survey results benchmarked against the previous CSE Short Survey to identify progress against previous targets
  • Standards discussed at ASLUG
  • A Student Services Improvement and Development Plan is under development.
  • Informal Review Meetings between the Students’ Union and Student Services.
  • Student Services Standards Review and Monitoring spreadsheet available upon request.

  1. Criterion 5 – Element 5.3.3
The organisation should continue to seek opportunities to benchmark its performance with similar external organisations / services in respect of timeliness and quality of service
C:
  • Careers Service has made contact with other HEIs (Leeds Beckett, Northumbria, Teesside and Queens University, Belfast) in order to benchmark performance. All of these institutions have gained CSE. Discussions ongoing, currently collating feedback.
/ L:
Library Benchmarking
with SCONUL and CSGUK / R:
  • Survey of university response times
  • Improved information on University bus timetables, range of services at Queens Campus and on sports facilities
  • Escort visitors to rooms that are difficult to find
  • Work with the University Technical College switchboard and Reception
  • Improved liaison on events to better inform enquiries and visitors
/ SS:
  • Student Services Benchmarking Report
  • Regional Meetings and Conference Attendance including AMOSSHE, ASRA, NASMA, UKCISA etc.
  • Visits to other universities including UCLAN, Manchester, Sheffield and Cumbria
  • 2015/16 AMOSSHE Benchmarking results available August 2016.

Finally, please provide information about any changes or improvements made in the key areas of the standard as listed below:

Key Criterion
Please provide any information as narrative in the boxes below together with reference to any supporting documents / reports
Criterion 1 - Customer Insight
Any changes or improvement to the way you:
  • Segment and categorise customers
  • Engage & consult with customers
  • Measure customer satisfaction

All:
  • A University Student Communications Strategy has been developed and is now being implemented (Careers, Library and Student Services all involved in process ) which focuses on customer segmentation-paper copy provided-paper document supplied)
  • Mystery Shopping Exercise – limited but positive response
  • A range of new University working groups (Student Communications, Student Engagement and Transition, Learning and Development and Student Engagement and Partnership Working) have been established by the new Student Experience Team. Members of staff from all Services have been involved.

C:
  • Stakeholder Analysisreviewed annually
  • Change to Careers Service Standardswith student consultation
  • Customer satisfaction improvement plan
  • Student consumer group (report can be viewed on Careers website)
  • Autism Network support and attendance
/ L:
  • Library segmentation reviewed
  • Purchased Lib Guides (an example for Researchers)
an online tool which allows greater targeting of library information to particular groups e.g. researchers, international students, to be ready for launch in September 2016
  • Focus groups with 2nd year students run with a view to obtaining greater insight into user views-purpose to improve NSS scores results to be reviewed July 2016 for implementation (sample of write-ups provided on CSE web-site)
  • Surveys undertaken: Changes to Frontline Services; Annual Satisfaction Survey; Discovery Service Survey;CSE Survey May 2016 (latest), NSS Survey 2015;Quick-tap exit survey
/ R:
  • Satisfaction Survey April 2016
/ SS:
  • Student Services New Initiatives, Changes and Updates - Criterion 1-5 CSE

Criterion 2 - Culture of the Organisation
Any changes or improvements to policies & procedures for:
  • Development of a customer focused culture
  • Staff recruitment, induction and ongoing training that impacts on customer service
  • Staff reward and recognition related to customer service delivery

All:
There is a requirement on professional service departments to work towards Customer Service Excellence accreditation, building on the work done at the staff development events of 2015. This requirement is included in the new Student Experience Strategy2016-2020 which was discussed at the Education Committee on 20/4/2016 and is now going forward to Senate. A new Staff Development Framework is being written to support this and requirement for training in customer services skills to be included in the new document. A new University Student Communications Plan has been published (June ’16) following consultation between the Student Experience Unit, Academic Groups,Professional Services and the Students’ Union.
C:
  • New Work-Based Learning Code of Practice developed in 2015/16 written by the Head of Careers. This document has been written to support staff, students and employers.
  • Change to Careers Service Standards with student consultation
  • Employability Footprint for staff – this explains the level of Careers support needed at each HE level. Request came from a Head of School.
  • New University working groups which Careers contributes to including: Student Communications and Student Engagement
/ L:
Library Champions overseeing
CSE Criteria 1-5 / R: / SS:
  • Student Services New Initiatives, Changes and Updates - Criterion 1-5 CSE

Criterion 3 - Information and access
Any changes or improvement to:
  • The range of information provided to customers
  • The quality of information provided to customers
  • The overall accessibility of services
  • Working arrangements with partners and others stakeholders

C:
  • Employability Footprintfor staff
  • University Student newsletter
  • Evening session attendance
  • Careers Service Marketing Group
  • Introduction of Psychometric Tests
  • Agreement/guidelines for Employers on campus
  • Support and attendance at the Autism Network
  • New Graduate Employability Guide in development – intern focus group utilised to help shape content
  • Development and planned roll-out of Student Hub
  • Employability Week
/ L:
  • Discover@Bolton fully implemented
  • Publicity on range of electronic resources
  • Assistive technology, particularly for disabled students, now networked on all MACs
  • Pop-up Library at Queens Campus
  • Liaison with University Technical College and access for their students
/ R:
  • Improved information on University bus timetables, range of services at the Queens Campus and on Sports Facilities
  • Escort visitors/students to rooms they cannot find
  • Work with University Technical College switchboard and reception
  • Improved liaison on events
/ SS:
  • Student Services New Initiatives, Changes and Updates - Criterion 1-5 CSE

Criterion 4 - Delivery
Any changes and improvements to:
  • The targets and standards related to service delivery
  • The actual performance against delivery standards and targets
  • Benchmarking processes and performance compared to others
  • How you deal with complaints and service issues
  • The actual performance related to complaints and concerns

C:
  • Change to Careers Service Standards with student consultation
  • Customer satisfaction improvement plan
  • Started benchmarking process with other HEIs
  • Bolton Award now monitoring feedback and actual delivery (can be viewed on Careers website)
  • CSE Survey May 2016 (awaiting final results)
/ L:
  • CSE Survey May 2016 (awaiting final results and analysis)
  • Complaints report
  • Library Benchmarking
/ R: / SS:
  • Student Services New Initiatives, Changes and Updates - Criterion 1-5 CSE
  • Students Services participated in the 2014/15 and 2015/16 AMOSSHE Benchmarking Exercise. Results from the 2014/15 exercise are available here. 2015/16 benchmarking results are not currently available.
  • Student Services benchmarked three areas over the past 12 months relating to our existing Student Services Standards.

Criterion 5 - Timeliness and quality of service
Any changes and improvements to:
  • The targets and standards related specifically to timeliness & quality of service
  • Enquiry handling and dealing with customers at first point of contact
  • Benchmarking of timeliness & quality of service

C:
  • Started benchmarking process with other HEIs
  • Changes to Careers Service Standards with student consultation
  • New process for dealing with CV enquiries (contained within Standards)
/ L:
  • Review of Inter-Library loan standard - additional resource February 2016 to improve performance
  • Changes to Frontline Services – bringing IT Library Support desks together– one stop shop for students
  • Library Benchmarking
– internally year on year, externally - UKSG
  • CSE Survey 2016and Standards
/ R: / SS:
  • Student Services New Initiatives, Changes and Updates - Criterion 1-5 CSE

Overall standard
Please provide details of any significant impact or benefit the organisation has realised as a result of:
  • Using the Customer Service Excellence framework
  • Achieving certification

C:
  • Raised profile of Careers Service
  • Enabled us to review and enhance Careers Service delivery as a team
  • Enabled and encouraged us to develop new processes and standards
  • Internal and external press coverage
  • Supported cross-team working
  • Positive feedback we receive from surveys and questionnaires helps to boost staff/team morale
/ L:
  • Recognition of staff performance and commitment to service users
  • Celebration event hosted by Deputy Vice Chancellor for staff who had achieved CSE
  • Raised profile of services involved and vehicle for promotion of services
  • Internal publicity and in the local press
  • Reference made in University’s Risk register that accreditation mitigates risk of student drop-out rate.
  • Enhanced cross team-working
/ R:
  • Acknowledgement of success within the University
  • Opportunity to celebrate success to external visitors by displaying CSE Award
/ SS:
  • Raised profile of Student Service
  • Enabled us to review and enhance Student Services delivery as a department
  • Enabled and encouraged us to develop new processes and standards
  • Internal and external press coverage
  • Supported cross-team working and the support from External Bodies/Stakeholders

The following activities have been identified for the actual surveillance visit on 23 June 2016:

Activities / Check correct use of certification mark
Generic / Check key service and customer care information is available for customers
Observe the service in action
Talk to customers, staff and partners to obtain views on the service
Onsite plan
Date/Time / Key people to be seen / Key issues to be explored
23 June 2016
09.30-10.15 / Sara Burgess plus managers of relevant services as appropriate / Opening meeting. Changes & improvements since initial assessment. Performance against standards. Customer satisfaction levels and complaints
10.15-11.00 / CSE Champions / Changes and improvements since initial assessment
11.15-12.00 / Front line staff focus group (not champions) / Criterion 2 – Culture of the organisation:
Careers: Rebecca Shivji, Chris Poyner
Library: Lisa Croft- Senior Library Assistant, Pam Hardy – IT Support
Reception: Heather Anders - Customer Services Assistant
Student Services:Jason Pendlebury, Fatma Makki
12.45-13.30 / Lunch and Assessor reflection time
13.30-14.15 / Student focus group / Perceptions of service quality, staff professionalism and attitudes, information, communication, engagement and feedback processes
Careers (3) Library (3) Reception (1)Student Services (3) names to be advised
14.15-14.45 / Partners / Partnership working arrangements - discussion with selected key partners (telephone?)
Careers:to be advised
Library:
  • Paula Elliott, Librarian at the Royal Bolton HospitalTel: 01204 390 935
  • Nicky Freeman –North West Academic Libraries Administrator (NoWAL)
Tel: 0161 295 6768
Student Services:
  • Danielle Robinson–Bolton Integrated Drug & Alcohol Service (BIDAS),
Brief Intervention Service ManagerTel: 01204 557 977 Mob: 07920 652 364
15.00-16.00 / Tour / Observation of service delivery in action together with informal discussion with customers and staff
16.30 / Sara Burgess plus managers of relevant services as appropriate / Closing meeting

Reference web-sites:CSE Surveillance Visit, Library Performance and Feedback,

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