Helpzones - Customer Service Delivery

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All feedback is welcomed from internal and external sources. Please email your comments to l.m.wilson@leedsmet.ac.uk.

The next scheduled review of this impact assessment is on Saturday 31 January 2015.

Faculty or Service Area: Student Services
Name of policy owner: Priscilla Preston
Original policy document: None.
Creation date: 2007/09/03
Purpose of the policy being assessed:
To ensure that the Helpzone service delivery meets the requirements of all students, staff and visitors at Leeds Met.
Customer groups affected by the policy: Staff, Students, Visitors, General public
Relevant protected characteristics affected by the policy: Age, Disability, Gender, Race, Mode of attendance (part-time or full-time)
Examples of how these protected characteristics are affected by policy with evidence, justification and course of action:
There are four Helpzones in four separate locations, which are managed by two supervisors. One supervisor supervises Headingley Campus and Headingley Carnegie Stadium. One supervisor supervises Civic Quarter, Cloth Hall Court and Course Enquiries.

Supervisors meet with the Helpzone manager on a weekly basis. A standing agenda item notes any issues for each area since the previous meeting. Forthcoming actions and events are noted.

Analysis of customer types

Student impact.

1) The corporate Annual Student Service (ASS) for 2004-2005 and 2005-2006 questioned students on their perceptions of the Helpzone, with very positive outcomes.

2) The ASS provided qualitative data as well as quantitative data.

3) The ASS did not run for the 2006-2007 academic year, so the Marketing Information Manager has been requested to run student focus groups in order to get qualitative feedback. These will run in September 2007.

4) Quantitative data is available via the statistics that individual Helpzone desks collect. This is raw numerical data that does not break down users by age/ethnicity/gender/disability, etc.

5) Evidence from the ASS indicates that student satisfaction with the Helpzone service is broadly positive. Different levels of student satisfaction would appear to be most closely related with the student’s place of study rather than any other factor. Students will be consulted via focus groups at each main campus.

6) Data does not exist for student satisfaction levels by ethnicity or disability.


Staff impact.

1) The Helpzone User Group (HUG) was developed to improve communications with both staff and students. The HUG was especially useful in the formative days of the Helpzone. Now that the Helpzones are more established, it is envisaged that student and staff impacts will be assessed by the student focus groups (for students) and the student liaison officers (as staff representatives).

2) Feedback from staff comes informally by face-to-face, email and telephone feedback.


Visitor impact.

1) No review of visitor impact is currently undertaken.

2) Feedback from visitors is not collated, except for comments received via customer comment cards and electronic feedback forms.

In addition, customer comment cards are available at each Helpzone, and an electronic feedback form is available on the Helpzone website.


Analysis of protected groups

Age: There are possible indications of an adverse impact in that part-time students are more likely to be mature students and possibly in attendance in the evenings when Helpzone services are closed. Information about our opening hours is clearly displayed both at the helpzones and on-line. If the Helpzone is closed (or enquirers are off-site), enquirers can email the Helpzone for an answer.Security have been contacted to determine the number of out-of-hours queries that they receive that would otherwise be dealt with by the Helpzone.

Disability: Induction loops are fitted in accordance with recommendations in BS8300:2001 and the revised Part M of the Building Regulations (2004) which draws upon the BS document. (HC and CQ are fitted with induction loops, but CHC and HCS do not have induction loops, as they are not in noisy areas). All HZs have wheel chair accessible counters and wheel chair accessible computers. All HZ desks are physically accessible and well signposted (although not in Braille). Leaflets/posters are not currently offered in Braille, audio or large format versions. The situation is monitored, no requests have been received to date for HZ materials in such formats.

Gender: There is no evidence of any adverse impact.

Race: There is no evidence of any adverse impact. Anecdotal evidence would suggest that the Helpzones are very well used by international students.

Religious belief: There is no evidence of any adverse impact. Chaplaincy use the HC HZ as a base once a week. The Islamic society have developed positive links with CQ HZ.

Sexual orientation: Not known. Not recorded. However, no evidence of any adverse impact.

Socio-economic group: There is no evidence of any adverse impact. However, student’s socio-economic status is not recorded.

Mode of attendance: A disproportionate number of students may attend Leeds Met during the evening when the Helpzones are closed. Information about our opening hours is clearly displayed both at the helpzones and on-line. If the Helpzone is closed (or enquirers are off-site), enquirers can email the Helpzone for an answer.Security have been contacted to determine the number of out-of-hours queries that they receive that would otherwise be dealt with by the Helpzone.

Supporting evidence: None.
Feedback from Equality Forums and other interested parties:
This impact assessment was undertaken in the old system so there is currently no feedback.
Recommendations:
More comprehensive feedback from Equality groups will assist the Helpzone in clarifying its impact assessment. The Helpzone will request specific feedback from relevant focus groups on an annual basis.
Consultation open: Feedback on this impact assessment is welcome, but it is not officially under consultation at this time.
Review date: 2015/01/31
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