Service promise
The ESDS wants to provide the highest level of service possible. The ESDS aims
to provide its services in a way which matches the needs of those for whom they
are intended, and it is committed to continuous improvement to ensure they do
so.
The ESDS aims to provide services and information in a clear and concise manner,
avoiding unnecessary jargon or technical language wherever possible, or
offering assistance where such use is necessary.
The ESDS provides user support in the form of an email help desk and telephone
help line.
Services provided on the ESDS web site should be well laid out and enable users
to identify the resources which are available, directing them to the resources
they need or to the people who can provide them with access to such resources.
The ESDS is committed to following agreed best standards and good practice in
web design and usability. Its
accessibility policy sets out the standards to which it adheres.
The ESDS provides online registration services for users from eligible
institutions to allow them to access the online data holdings of the ESDS. It
manages the user authentication process. Registration to use ESDS data should
be a smooth process, with a clear explanation of any requirements that must be
fulfilled to gain access to the data. If users are not eligible to access data
they will be told why.
Under the Data Protection Act the ESDS has a legal duty to protect any
information it collects from users. The ESDS Privacy policy
relates to personal
data collected by the ESDS in the course of registration for access
to services and during user consultations.
Users should expect the quality of service set out in the ESDS
Service standards.
Complaints
The ESDS understands that, despite its best endeavours, some things will go
wrong. When they do, it wants to know about them so that it can put them right
and make sure that it takes action to prevent them happening again. If at any
time users have cause to complain about the service provided they should
contact the ESDS:
by email to help desk, or
by telephone on 01206 872143, or
by post to:
Economic and Social Data Service,
University of Essex,
Wivenhoe Park,
Colchester,
CO4 3SQ.
The ESDS will acknowledge receipt of the complaint within 1 working day and aim
to respond fully within 5 working days (working days do not include Saturdays,
Sundays, bank holidays and the period between Christmas and New Year when the
University of Essex is closed). If the ESDS is unable to respond fully within
that time it will contact the complainant to say why, and specify when it
expects to be able to respond. Complaints, of course, are also subject to the
ESDS normal service standards. If users are unhappy with the way in which their
complaints have been handled they may ask for them to be referred to the
Director of the ESDS. Complaints will be referred where the ESDS
has:
-
failed to meet its response standards for enquiry handling, or
- failed
to provide a full explanation for the issue(s) raised by the complainant which
adequately explains the reasons for the problems encountered
Expressions of satisfaction
The ESDS is always pleased to know when it has got things right and especially
if any member of staff has provided an excellent service. This helps it to
understand users' views and to reinforce best practice. To provide positive
feedback users can either contact the member of staff they have dealt with
directly or use one of the other methods of contact set out above.
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