People (P4A)

Deliver excellent service to all stakeholders, through all our activities, at all times.


We will adopt a strategic approach to service excellence at BU, recognising the varied nature of our stakeholder groups and their needs.

We will invest in a Head of Service Excellence who will lead, co–ordinate and sustain activity in this area.

We will provide development opportunities for all staff to foster and embed a culture of service excellence. We will put in place secondment, shadowing, mentoring, training, and placement schemes for staff.

We will identify BU’s network of stakeholders, their characteristics and expectations.

We will determine how service excellence will be demonstrated, how it will look, feel and be measured for each stakeholder group.