As a whole, the Directorate is trending in a positive direction, averaging over 90% satisfaction, up from 86% in 2021 and 80% in 2019. This reflects the fact that nearly all services throughout the directorate improved upon the previous year's satisfaction rate.
Please contact us here for information on specific service performance.
All standards have been met within the Directorate EXCEPT for the following:
Publishing of performance up until March 22: this is because of staff capacity to develop this website. Standards were being monitored but not published as required.
Inter Library Loan requests will be dealt within 2 working days of receipt. We aim to satisfy 96% of request within 7 working days.
This was not the case during January and February of 2022 due to staff absence - pandemic and parental leave.
All student letter requests to be completed within 5 working days
This was not met during September and October 2020 due to increased demand. This standard is likely to change to 10 days during this period of the academic year.
We will offer at least 2 drop-in sessions per week
This was not the case during November and December due to home working and CPD activity
Directorate of Student Services & Experience
Annual Planning Process 2022- Summary of progress from 2021
In July 2021 the Student Experience department was restructured and two new teams were established - Student Life and Learning Life which became part of the Directorate which included Sport and Wellness Centre, Library and Student Services. I have outlined the main success and challenges in relation to each department and their plan on a page for 2021. With the exception of Student Life and Learning Life we were successful in achieving the Customer Service Excellence re-accreditation and this was a great achievement by the teams given the context of the pandemic.
Since the development of the plan on a page 2021 there has been significant changes within the service, the phased restructuring of the services has been completed. The remits of the newly created Student Life and Learning Life teams have been clearly defined. With this in mind a number of the objectives will be redefined and will remain ongoing into another planning cycle.