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Where and how do we inform if there is a charge for services?
e.g. Websites, in person, brochures, etc.

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How do we ensure that our customers have received and understood the information we provide them?
e.g. Consent forms, contracts outlining procedures, checklists, staff to help with queries, focus groups, surveys.

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How do we evaluate how customers access our services, and use this to improve and offer better choices?
e.g. New or adapted channels of communication, such as live chat, Skype, accessible versions of documents, social media, ensuring content is accessible on mobile devices.

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How do we work with partners to clearly outline accountability to customers?
e.g. Policies, accountability statements, Service Level Agreements, liaison meetings with other agencies.

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As part of the registration process for the York Strengths programme we invite students to advise us of any access needs (including documents in alternative formats) and we provide documents in the relevant format as long as we receive requests in advance of the York Strengths Development Day.

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In careers advice appointments we will regularly check the student's understanding of information or advice we are offering and encourage them to make notes and action points. 

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In careers advice appointments we will regularly check the student's understanding of information or advice we are offering and encourage them to make notes and action points. 

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For students with some types of disability we will follow up with an email outlining key topics discussed and links to further information. JS

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We have introduced partnership agreements which will be reviewed annually with all of our community and school partners. This outlines respective expectations of us, students and the partners in terms of health and safety, data protection and the support for volunteers. SL

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Recruitment fair charges for employers are clearly stated on our employer pages (www.york.ac.uk/careers/employers) (IZ)

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Is the 'preparing a CV for the UK job market' still used in CV reviews with international students? See shared drive info resources/info sheets/2018/job hunting (IZ)

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Currently editing/re-writing/reviewing all web pages. Part of the work includes checking accessibility and how the pages look on mobile devices. (IZ)

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Currently conducting a customer journey mapping exercise for appointment booking system. Includes looking at 'pinch points' and highs/lows of student experience. (IZ)

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Tick box on each vacancy to highlight that employers should have read these before submitting vacancies. No guarantee they do read them, though!

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Target Connect focus groups (JP) - indirect evaluation by us!

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Target Connect focus groups (JP) - indirect evaluation by us!

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GTI do these with students and employers to help assess the accessibility of the system to students and employers. Significant developments due Aug 2019 as a result of this.

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All about this point!

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Employers / Departments and students all receive letters of agreement in advance of the internship that they read, complete and sign before returning to the SIB team. WS