Newcastle and the Charter Mark: What’s in it?

1. Newcastle and the Charter Mark: What’s in it? UC&RG 9 June 2005

2. This presentation will cover • What Charter Mark is • Why we applied for it • How we applied for it • The current criteria to be met • What we get out of it • Questions UC&RG 9 June 2005

3. What is Charter Mark? • The Government’s award scheme for recognising and encouraging excellence in public service • It is also a powerful quality improvement tool focusing on customer service and service delivery • It concentrates on results - the service the customer actually receives UC&RG 9 June 2005

4. Why we applied for it • A focussed follow-on from a programme of Total Quality training for all staff • Reputation - to increase recognition locally, nationally and internationally UC&RG 9 June 2005

5. Why we applied for it • To put ourselves forward for external assessment in the same way that University Schools do with HE quality assessments • To carry out an internal audit of our services and make necessary improvements UC&RG 9 June 2005

6. How we applied – the Application Process • Charter Mark has moved from using 1 assessment body to offering a choice of 4 separate alternative providers • Centre for Assessment Ltd. based in Wigan • Charter Mark Assessment Service based in Worcestershire • East Midlands Quality Centre based in Derby • SGS based in Surrey UC&RG 9 June 2005

7. How we applied – the Application Process • We chose the East Midlands Quality Centre (EMQC) • Our latest re-application was due by the end of September 2004 • We had a half day pre-assessment visit to clarify where we were against the criteria, followed by the 1 day assessment visit in October • Quicker - it takes c.4 weeks from application to knowing the result UC&RG 9 June 2005

8. What do you submit? • Submission can now vary. It can range from 10 page document + sent evidence to on-line application with evidence seen during the assessment visit • Emphasis is on the applying organisation using the method that suits them best UC&RG 9 June 2005

9. Charter Mark criteria • There are 6 criteria now rather than the 10 that there were previously • The 6 criteria essentially cover the same ground • Detailed in ‘A Guide to the Charter Mark Criteria’ – available on the CM website http://www.chartermark.gov.uk/ UC&RG 9 June 2005

10. What does this mean? You set precise, measurable and challenging standards for the main elements of your service that reflect the needs, expectations and rights of your users Ways you could do this: Library performance standards Review of the standards Survey users’ views of the standards 1 - Set standards and perform well UC&RG 9 June 2005

11. 1 - Set standards and perform well Newcastle examples: • To process the receipt of new books from suppliers within 10 working days, and to do this 90% of the time • To serve users at the Issue Desk within 3 minutes, and to do this 90% of the time UC&RG 9 June 2005

12. What does this mean? You actively work with customers, partners and staff to deliver high-quality services You consult and involve users of services, partners and staff You are open, communicate clearly and effectively in plain language, and provide full information about services Ways you could do this: User surveys Staff suggestion scheme Your Library Web site Leaflets/help sheets Staff-student committees Performance Development Review / Staff Appraisal 2 - Actively engage with your customers, partners and staff UC&RG 9 June 2005

13. 2 - Actively engage with your customers, partners and staff Newcastle examples: • Priority Research surveys 2003 • Staff comment scheme • Guidelines on producing Library publications • Mystery Shopper reports UC&RG 9 June 2005

14. What does this mean? You make services easily available to everyone who needs them, offering choice wherever we can You treat everyone fairly in access to services, and pay particular attention to people with special needs Ways you could do this: Publicise services, e.g. via Web pages Provide a range of options for services, e.g. issue/renewal/return Organise customer care training for library staff Develop services for users with disabilities 3 - Be fair and accessible to everyone and promote choice UC&RG 9 June 2005

15. 3 - Be fair and accessible to everyone and promote choice Newcastle examples: • Have some staff officially trained as Welcome Host and Welcome All trainers, running course for staff • Have developed close links with the University’s Disability Unit • Telephone and online renewals service • Staff photos and name badges UC&RG 9 June 2005

16. What does this mean? You look for ways to improve services and facilities, particularly when using technology You put things right quickly You improve as a result of comments and have a clear and easy-to-use complaints procedure, with opportunity for independent review Ways you could do this: Consider the new developments you will doubtless have made, e.g. self issue Ensure you have a formal comments procedure in operation Analyse the user comments you receive and annually report on the consequent action taken 4 – Continuously develop and improve UC&RG 9 June 2005

17. 4 – Continuously develop and improve Newcastle examples: • Electronic ILL requests, use of Secure Electronic Delivery • Self return station • Use of smartcard for photocopying • Research Information at Newcastle web pages UC&RG 9 June 2005

18. What does this mean? Your financial management is effective You use resources effectively and imaginatively to provide best value for our users. Ways you could do this: Working with others, e.g. library consortia to buy periodicals at best prices Using new technology to improve services 5 – Use your resources effectively and imaginatively UC&RG 9 June 2005

19. 5 – Use your resources effectively and imaginatively Newcastle examples: • Introduction of wireless networking to create flexible internet working space and reduce cost of buying new PCs • Analysis of downloading of bibliographic records showing that great majority of records are obtained without charge, i.e. Library of Congress and CURL have no direct charge UC&RG 9 June 2005

20. What does this mean? You have reviewed and are aware of the Library’s potential usefulness in the local and national communities you serve and have made some contribution to those communities Ways you could do this: Show links with local schools and colleges, or adult education Demonstrate work experience opportunities you provide List any help you provide in book restoration for local booksellers or libraries 6 - Contribute to improving opportunities and quality of life in the communities you serve UC&RG 9 June 2005

21. 6 - Contribute to improving opportunities and quality of life in the communities you serve Newcastle examples: • NHS - the agreement we have that NHS members can use the Library • The University’s Partners Scheme with local schools • Book Aid International: books for third world countries • Participation in the Tomorrow’s History project UC&RG 9 June 2005

22. A Charter Mark Group • Spreads the workload, CM more easily recognised as a Library wide initiative • Staff across various grades and from various areas of the Library • Let all staff know who the members of the Group are and have the meeting notes accessible • Get the group together at the very beginning so that you have as much time as possible UC&RG 9 June 2005

23. Then it all goes wrong? • You don’t get the award • But you’ll still have been through the process with all the benefits to your users • You don’t get the award • But you’ll still receive an assessment report which will highlight any areas that need further work and point the way forward UC&RG 9 June 2005

24. Can it all go wrong?? • Only if you let it • Assess where you are against the criteria and make a realistic judgement about how long it will take to get the award • Once you’ve done that go ahead • Once you start looking at the criteria you’ll be surprised how much you have already done • Accreditation won’t be far away UC&RG 9 June 2005

25. Questions? UC&RG 9 June 2005