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Are we meeting our current standards for Quality of Service and Timeliness? Where is this published?
e.g. Documents outlining Quality of Service standards. Data published to show customer satisfaction and performance against targets.

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How can we show we respond to initial enquiries promptly?
If there's a delay, how do we communicate and rectify this?
e.g. Email examples, Zendesk to monitor and improve response times, feedback from customers, email 'chains' showing timescales of response from start to finish.

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How do we advise our customers about out promises on timeliness and quality of service?
e.g. Clear guidance on expected response times, quality accreditations, public web pages showing our standards, service level agreements and data on how far these are met.

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How does our Quality of Service and Timeliness compare with similar institutions?
e.g. Benchmarks, awards, accreditations, terms and conditions/compliance e.g. licences

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Our service standards are on our website at https://www.york.ac.uk/students/work-volunteering-careers/about-careers/ (IZ)

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These are agreed with every academic department and set out planned activities for the year ahead JS

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Some institutions publish lists of staff with their professional and other qualifications

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Must be a few examples where a student has requested application feedback for a short deadline and we have responded. I had one yesterday (8/7/19) and there have been a few recently where we have set up mock interviews within a requested timescale via careers@york. JS

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We state in our Service Standards that an initial response is given within five working days (IZ).

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We give clear timelines to employer hosts on the recruitment process of their project from start to finish.

New automation of feedback to students who apply to a project through SIB ensures they receive feedback within 48 hours. Now this is up and running we plan to communicate this clearly to students

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This year during the registration process for YSDDs several students let us know about requirements for reasonable adjustments. On each occasion we had less than 1 week notice, in some cases students contacted us only 2-3 days ahead of the event. We were able to accommodate these, including two events which were on Saturdays and therefore outside of normal working hours for most staff. (LBe)

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Employer organisation and vacancy approvals

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Employer organisation and vacancy approvals

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Clear info about eg VS operating on a part-time basis therefore a delay may be likely, and clear info about our target processing times online too. (JP)