CSE is an
externally accredited Government standard, offering a tool for driving
customer-focused continuous improvement and skills development with a
particular emphasis on quality.
the fact the assessment was fully online, IS
once again improved performance compared to previous years, successfully
achieving 14 “Compliance Plus” elements. To achieve a “Compliance Plus” we
must demonstrate that we exceed the standard expected for CSE compliance,
typically evidencing that we are viewed as exceptional or as exemplar to
Assessor recognised the challenges faced by IS and the entire University during
the last year due to the pandemic, and was impressed by our commitment to
customer service. Their comments included:
this challenging year there is little doubt that a strong customer focus has
helped deliver services that were meaningful and impactful.”
- “You have
used your comprehensive knowledge of customer needs and preferences to
prioritise service developments. Covid-19 has made the speed of change
very significant in the past year. Your staff responded quickly and
appropriately using customer insight to inform decision making.”
staff were polite, friendly, empathetic and professional to customers. This
was confirmed in survey results but also in discussions with customers, and
through discussions with staff, during this remote assessment.”
maintained and improved on your continuous improvement ethos.”
Taylor, Director of Information Services, said, “We are delighted that the
assessor recognised all the hard work to support students and colleagues and
also gave us food for thought on how we can continue to develop our services.
It was particularly helpful to have students included in the assessment – we
will now expand our engagement with students to design services in future.”
re-accreditation for Information Services will take place at the end of 2021.
Find out more about CSE within IS by visiting the CSE intranet page.