It is important that we examine all aspects of services and processes regularly to address gaps. Gathering, analysing and applying the right information at every cycle of improvement is extremely critical. We need to work on all categories in tandem to ensure that no category is neglected. Although we were awarded Recognition for Service Excellence in 2007 and the highest award, Outstanding for Service Excellence, in 2010, we will continue our service excellence journey. For our future, one of our efforts is to develop the I-CUBES@NUSL - Integrated Information & Intelligence System. I-CUBES@NUSL, our information management system, will form a knowledgebase and integrate all the existing disparate information systems as one source for capturing, analysing and disseminating information to different levels of library staff and also stakeholders. It can be used as a dashboard for the management and the staff. We hope that by integrating all data from multiple feedback channels into a single robust platform, it will enable us to pull and push information to empower staff to deliver information in a timely manner. We can be more effective and confident in assessing customer perceptions and understanding customer sentiment that may indicate future needs. The insight will increase our alignment to customers' needs and drive us to reach new heights in service excellence.
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