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CSGUK Annual Conference 2017

Customer Services: the challenge of demonstrating our value and impact 

CSGUK Annual Conference - Monday 27th November 2017

Woburn House, Tavistock Square, Kings Cross, London






Why value and impact?


Within a national environment of tighter finances, funding changes, and constantly growing requirements for greater accountability and regulation it is no longer enough to focus on the quality of our services. We need to show that what we do makes a difference.


Our leaders are under increasing pressure to prove the value and impact of their services to justify their budgets and to contribute to the institutional reputation through ever more tangible measures. How can Customer Services teams support the Library by meeting the challenge of proving the value and impact of the work we do?


Speakers and facilitators


Alex Bols, Deputy Chief Executive of Guild HE (one of the two recognised representative bodies for Higher Education) opened the conference with a key note address on the strategic context of value and impact within an environment of increased accountability in Higher Education.


We then welcome Library colleagues from across different sectors to present case studies on how they have successfully measured and demonstrated the impact of customer services. We will hear from the School library sector, the NHS and Higher Education.


After lunchtime networking, we were joined by colleagues from the NHS and University of Salford who will present tangible methodologies and toolkits.  Professor Alison Brettle hosted a practical session “Measuring up for success: a practical guide to demonstrating your value and impact to stakeholders”. Delegates had the opportunity to work through real-world customer services scenarios, providing a great opportunity to leave with tools that can be adapted within your own institution’s context.

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