School Support Service
(S3) Customer Consultation and Engagement Strategy
This document outlines the
strategy by which S3 engages, consults and involves customers. The original
strategy launched in June 2016. The S3 Management Team refreshed the
strategy in May 2017 to ensure it included the full range of methods used. The
strategy’s effectiveness is routinely monitored as part of the S3 annual
planning cycle with revisions/ updates made as appropriate.
S3 seeks to address the diverse
requirements of its different groups of customers. In its approach, the S3
Management Team and Leadership Forum lead the service to operate in a context
of continual improvement. Customer insight is used to help prioritise this
continual improvement activity. By volume of interaction, the two largest
customer groups S3 serve are students and academics. Other customers include
other professional services, employers and other third parties. The S3 customer consultation and engagement
strategy deliberately includes different methods of customer consultation and
engagement to help ensure it hears from all customer groups regardless of size
and thus reduce the potential for service development bias.
The principles of operation and
deliverables of S3 is available here.
S3 engages widely with its
stakeholders to ensure that:
- Our services reflect the needs of our
- We are constantly challenged in our processes
by ideas from our customers.
- We work to appropriate Service Standards
Sources of S3 engagement with stakeholders include
and membership at University Committee Meetings, School and Professional
Service Committee Meetings
to University Strategic projects
of School Senior Leadership teams
through external boards, university links and industry liaison.
being member of the University’s Senior Leadership Group
delivering services to students through offices to which any staff,
student or other customer can drop into.
Support Intranet pages
of Focus Groups
- The S3 Charter
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
and informal conversations with our customers
at events organised by S3 including Welcome Event and Graduations
surveys on service delivery
E-mail email@example.com (checked daily by Director of the School Support
Support Enhancement Lead