Library & Information Services received the Customer Service Excellence award in June 2009. This is the UK national standard of customer service excellence for public sector organisations and is overseen by the Cabinet Office. LIS previously held the Chartermark award from 2006.

To achieve the Customer Service Excellence award, LIS submitted documentation and underwent an assessment visit in May 2009. This included interviews with University students and staff to ensure that we met the required level of service in five areas:

• Customer Insight
• The Culture of the Organisation
• Information and Access
• Delivery
• Timeliness and Quality of Service

LIS is the first department in the University to receive the Customer Service Excellence award and is one of only a small number of university libraries and ICT services in the UK to have achieved the award.

Links: Customer Service Excellence Website