1. Newcastle and the Charter Mark: What’s in it?
09/05/2019
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
09/05/2019
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
09/05/2019
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
09/05/2019
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
09/05/2019
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
09/05/2019
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
09/05/2019
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
09/05/2019
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
09/05/2019
UC&RG 9 June 2005

10. 1 - Set standards and perform well
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
09/05/2019
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
09/05/2019
UC&RG 9 June 2005

12. 2 - Actively engage with your customers, partners and staff
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
09/05/2019
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
09/05/2019
UC&RG 9 June 2005

14. 3 - Be fair and accessible to everyone and promote choice
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
09/05/2019
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
09/05/2019
UC&RG 9 June 2005

16. 4 – Continuously develop and improve
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
09/05/2019
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
09/05/2019
UC&RG 9 June 2005

18. 5 – Use your resources effectively and imaginatively
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
09/05/2019
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
09/05/2019
UC&RG 9 June 2005

20. 6 - Contribute to improving opportunities and quality of life in the communities you serve
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
09/05/2019
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
09/05/2019
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
09/05/2019
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
But you’ll still receive an assessment report which will highlight any areas that need further work and point the way forward
09/05/2019
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
09/05/2019
UC&RG 9 June 2005

25. Questions?
09/05/2019
UC&RG 9 June 2005