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​School Support Service (S3) Customer Engagement Strategy​

 
Context
 
This document outlines how S3 engages and consults with our customers.  It was first approved on 27th June 2016 by the S3 Management Team who refreshed it on 15th May 2017. The strategy’s effectiveness is monitored as part of S3 annual planning cycle and revised/ updated as appropriate.
 
The founding intent of S3 is to address the diverse requirements of staff and student in the academic communities it serve. Lead through the work by the S3 Management Team, Leadership Forum and School Support Enhancement Leads continual improvement is core to S3. Some examples of recent work available here. Customer insight is used to help prioritise continual improvement activity. 
 
The principles of operation and deliverables of S3 is available here.
 
Customer Engagement
 
S3 engages widely with its stakeholders to ensure that:
  1. Our services reflect the needs of our customers
  2. We are constantly challenged in our processes by ideas from our customers.
  3. We work to appropriate Service Standards

Sources of S3 engagement with stakeholders include our:

  • Participation and membership at University Committee Meetings, School and Professional Service Committee Meetings
  • Contributions to University Strategic projects
  • Membership of School Senior Leadership teams
  • Liaison through external boards, university links and industry liaison.
  • Director being member of the University’s Senior Leadership Group
  • Staff delivering services to students through offices to which any staff, student or other customer can drop into.
  • School Support Intranet pages
  • Use of Focus Groups
 
S3 is distinctive as is it is embedded locally with Schools and thus sustains a deep connection with the academic communities it serves. In consequence we develop key relationships with service users to listen, capture feedback and improve our services. Ways we gather feedback include:
  • Online surveys
  • Comment post cards
  • Direct and informal conversations with our customers
 
E-mail schoolsupport@napier.ac.uk which is checked daily by Director of the School Support Service
 
V Heathwood
School Support Enhancement Lead