Customer Service Excellence Rolling Programme One.

Report Date

February 2016

Following assessment by G4S Assessor, Nigel Hunt, on Feb. 2nd, 2016, the project was successfully completed. All of the 19 pieces of evidence were compliant with the CSE standard. Of the 4 partial compliances in Nov. 2014, 3 became compliant with only 1 piece of evidence to be carried over to Feb. 2017. Encouragingly, evidence relating to our policy and culture of staff and management's attitude to service became ' compliant plus'; in essence, exceeds the standard set by CSE. The one non-compliant piece of evidence carried over to 2017 involved benchmarking our quality markers against that of comparable institutions. Collaboration with other universities will be required.

The Assessor met Bryan MacGregor, Barry Croucher,Lisa McDonald, Laura Shanahan, Lesley Ross and Richard Battersby. He also visited Edinburgh College of Art and New College libraries where he met staff and toured the building.Postgraduate students were also interviewed during the day.

To continue to meet the standard, we will now prepare for the 'Rolling Programme 2 assessment in Feb. 2017. A new team of staff will assist the Project Manager.