15th May 2014, 8:49am
University Library celebrated as a “beacon of innovation and best practice”
Lincoln's Great Central Warehouse Library Students at the University of Lincoln have access to a Library which is “a beacon of innovation and best practice, and an exemplar of excellent customer service”, according to a new external report.

The team at the University of Lincoln Library is celebrating after being awarded the acclaimed Customer Service Excellence ® Standard by the East Midlands Quality Centre (EMQC).

This national accreditation lies at the heart of a Government strategy to provide 'efficient, effective, excellent, equitable and empowering' public services, and it was awarded to the Library in recognition of the outstanding service that it provides.

The Library was assessed by the EMQC, which is an organisational improvement and assessment company, working in partnership with the Government and other agencies to deliver accreditation services for performance-enhancing national standards.

The assessors concluded that the Library’s “commitment to giving excellent customer service is very strong…it is apparent that there is synergy with the wider corporate University ethos and that (it has) a common accord in the desire to truly put the student first.”

It was recognised as delivering impressive results against a number of criteria surrounding the five key drivers of customer satisfaction – delivery, timeliness, information, professionalism and staff attitude – and was also celebrated for its new More Books scheme to support students. The scheme encourages individuals to submit requests for books that could provide valuable support for their learning, and in most cases provides them for use within four weeks.

University Librarian Ian Snowley said: “I am delighted that the Library’s commitment to the user experience has been recognised by this award. It shows how the whole staff work together, to make sure that the Library is able to meet all of our users’ needs. It was particularly gratifying that we were awarded ‘compliance plus’ in respect of consultation and feedback, which recognises how fully the Library has embraced the University’s student engagement strategy.”

The award follows significant investment in the Library’s facilities, which opened in the former Great Central Warehouse building in 2004 following a £5-million restoration of the historic building. The award-winning facility has since been extended further, and its newest wing was opened earlier this year by HRH Prince Edward The Duke of Kent.

The new extension, which was completed for the start of this academic year, features two seminar rooms and extra study areas fitted with IT and Audio Visual equipment, to enable students to work individually or in larger groups.
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