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YOU ARE HERE: Skip Navigation LinksEdinburgh Napier Staff Intranet > Service Depts > Information Services > IS Scoops > IS CSE Reaccreditation 2018

​Information Services Achieves CSE Re-accreditation


Information Services (IS) are delighted to announce that we have achieved reaccreditation of the Customer Service Excellence (CSE) standard, improving performance in many areas. 


We proudly became the first converged IT and Library service within Scotland to achieve the CSE award in 2012, building upon the Library’s accreditation in 2009.  In 2015 we worked in conjunction with our colleagues in Property & Facilities Services and the University Secretary’s Office to successfully achieve a single CSE accreditation for the University Secretary’s Group which we retained and improved upon in 2016 and 2017.  The University Secretary’s Group disbanded at the end of 2017 and, recognising the significant importance of retaining the CSE Standard, IS took the decision to re-accredit as a single department in 2018.


Following a 2 day assessment in November, we have now been awarded an additional 3 “Compliance Plus” elements and retained all our existing “Compliance Plus” elements bringing that to a total of 7.  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 others.


Our CSE Assessor was particularly impressed with the strong customer focus and insight that he witnessed by speaking to our staff and students. He also noted our use of data to measure and manage our performance as an area of good practice, together with the benchmarking activities we carry out within the HE sector. 


Our Assessor said:

      “Edinburgh Napier University-Information Services were found to have a deep understanding of, and commitment to, Customer Service Excellence. The commitment was displayed from Senior Management levels through to operations and front-line staff.  I would like to take this opportunity to thank those people involved in the overall assessment process. It has been a pleasure meeting with your team and having the opportunity to observe your service in action.”


Sally Jorjani, Head of Customer Service and Business Change within IS said:

      “To be successful in achieving Customer Service Excellence again, along with increasing the number of Compliance Pluses is a great testament for Information Services’ ethos to customer service and continuous improvement. The Assessor’s feedback on the commitment and focus of the staff to deliver excellent customer service is a fantastic recognition for all their hard work.”


CSE is a Government standard, offering a tool for driving customer-focused continuous improvement and skills development, further information can be found on the CSE website. The next re-accreditation for IS will take place at the end of 2019.


Find out more about CSE within Information Services by visiting the CSE intranet page.