Implementation Plan for a New Service Model

The Implementation Plan for a New Service Model (Δ Plan), endorsed by PSMG and Steering Committee in June 2004, lays out an ambitious plan to redirect and redistribute staff efforts to improve user services. This site provides an opportunity to share news, provide access to relevant documents, and track progress towards its goals of:

• Developing a tiered information service model.
• Developing a coordinated instruction program.
• Conducting a thorough job and committee review within Public Services to create proper alignment of effort and realistic jobs.
• Increasing user self-sufficiency.
• Raising awareness of services and resources by developing a comprehensive marketing program.

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Annotated Timeline: This timeline, as originally outlined in the Implementation Plan, includes updates, reports, related links, and other pertinent information on the progress of the plan.

Task Forces:

• Service Desk Task Force
• Signage Task Force
• Core Competency Documentation Discovery Team (C2D2)
• C-Train: Customer Service Training Group

Documents:

• Reference Vision Project Report -- June 6, 2002
• Steve's presentation to All Staff Meeting -- March 31, 2004
• Team Δ Charge -- April 5, 2004
• Implementation Plan for a New Service Model -- June 17, 2004
• New Public Services Group Structure -- April 12, 2006
  • Document
  • Diagram

Tools:

• Core Competencies for Public Service Desks -- July 18, 2005
• Core Competencies for Student Workers -- April 28, 2005
  • Student Worker Competency Spreadsheet -- August 1, 2005
• Customer Service Guidelines -- February 10, 2005
• Referral Guidelines -- February 10, 2005
• Service Desk Statistics Definitions -- September 29, 2004
• Signage Task Force Final Report -- April 2005
  • Appendix A: Signage Resources
  • Appendix B:
    • General Recommendations
    • Recommendations by Location
    • Recommendations by Type
• Select Core Competency Links from C2D2 report -- October 2005

 

Page last modified April 14, 2006