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Service promiseThe UKDA wants to provide the highest level of service possible. The UKDA 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 UKDA 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 UKDA provides user support in the form of an email help desk and telephone help line. Services provided on the UKDA 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 UKDA 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 UKDA provides online registration services for users from eligible institutions to allow them to access the online data holdings of the UKDA. It manages the user authentication process. Registration to use UKDA 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 UKDA has a legal duty to protect any information it collects from users. The UKDA Privacy policy relates to personal data collected by the UKDA in the course of registration for access to services and during user consultations. Users should expect the quality of service set out in the UKDA Service standards. Complaints The UKDA 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 UKDA: by email to help desk, or by telephone on 01206 872143, or by post to:UK Data Archive, University of Essex, Wivenhoe Park, Colchester, CO4 3SQ. The UKDA 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 UKDA 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 UKDA 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 UK Data Archive. Complaints will be referred where the UKDA has:
Expressions of satisfaction The UKDA 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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