Improving employee engagement: actionable tips from client success

Improving the experience of your people

Department of Human Services Library Client Survey

Library sets new benchmark highs

Department of Human Services’ Library and Information Service (LIS) focuses on providing access to information via its employees’ desktops. There’s one library location in Melbourne with seven staff but they provide an information service to the entire organisation of 13,000 employees, spread across regional and metropolitan Victoria. This means they must provide an online service.

LIS wanted to know what users thought about their service so they could make informed decisions to improve delivery and access. The Library Client Survey results showed a good alignment to client expectations, with no critical areas for concern.

Ms Staggs, Manager of the LIS, said: “The whole experience was good. We thought we were doing okay, but this survey showed us how well we were performing in the context of other libraries. It validated our performance”.