Service delivery

    Role of the Internal Audit Office (Paragraph 68)

  1. The University accepts that the longer-term role of the Audit Office will need to be considered. However the initial programme of audits of the Office already covers a period of two years and includes both academic and non-academic areas. The programme is currently being considered by the Executive Committee of Council.

    2. Non-uniformity in emphasis on customer feedback and systems of control (Paragraph 69)

  2. The University accepts that the use of customer feedback and benchmarking is not uniform in all service departments and the emphasis on systems of control are stronger in some areas than others. However, as stated in the report, the University has recently commissioned a comprehensive user survey of all service departments by the Statistical Consulting Unit in the Faculty of Business. These surveys will be continued and established as a regular feature for obtaining feedback from users. Performance measures and targets are being established for all areas and will be a feature of our future development of monitoring and planning systems.