About ISS

What is Information Services and Systems

Information Services and Systems (ISS) supports the research, learning, teaching and administrative activities of students and staff across the University. We provide access to resources that underpin research, learning and administration, and we operate a range of services including careers and employability, archives, information literacy support and training, media and IT support, student records, subject specialist librarians and a broad range of online services. ISS provides public access to many of its resources to support academics and the public in their research.

Print and media collections are held at the Library and Information Centre, South Wales Miners' Library and Banwen Library.  ISS also provides access to a large amount of electronic books, journals, and other resources to support the learning, teaching and research activities for students and staff at Swansea University.

ISS works in partnership with research, academe and administration to provide relevant and timely services and information and we welcome feedback and suggestions from all our users on our services.

 

About ISS

Customer Service Excellence

 

CSE logo Customer Service Excellence Awards


ISS received the Customer Service Excellence award (in a joint application with Academic Registry and Student Services) in March 2013. This is the UK national standard of customer service excellence for public sector organisations and is overseen by the Cabinet Office.

To achieve the Customer Service Excellence award, ISS submitted documentation and underwent an assessment visit in March 2013. This included interviews with University students and staff to ensure that we met the required level of service in five areas:

  • Customer Insight
  • The Culture of the Organisation
  • Information and Access
  • Delivery
  • Timeliness and Quality of Service


ISS is proud to have received the Customer Service Excellence award as a confirmation of our commitment to customer service.

Careers and Employability:  The Careers and Employability Service is accredited to the Matrix quality standard for information, advice and guidance services.   It forms part of Information Services and Systems, and is located in the Library.

ISS Strategy and Reports

These documents provide information on ISS Strategy, objectives and report on outcomes and surveys.

Customer Engagement Strategy 2012

LIS Strategic Plan 2007-2012

ISS Development Objectives 2011/12

ISS Library & Information Satisfaction Survey Report 2012

ISS Satisfaction Survey Action Plan 2012 ‌

ISS Statement of Service ‌‎‌

Information Literacy Strategy 2011

Subject Teams Service Aims

ISS Complaints Procedure

Swansea University ICT Strategy 2012-2014

Regulations and policy

Computing Regulations

Library Regulations

Information Security Policy

Regulation of Investigatory Powers Act

Nominet - terms and conditions for domain name registration

Guidelines for Community Forums

ISS Complaints Procedure

How to Contact Us

How to find us

The Library and Information Centre is Building 7 on the campus map;

The Campus map is on the main Singleton campus, while the South Wales Miners' Library is on the nearby Hendrefoelan campus. 

There is a frequent bus service to the main campus, and a limited amount of  pay and display visitor carparking is available on site.  Drivers displaying a disabled badge will be directed by our porters to appropriate parking spaces.  The main campus is about fifteen minutes by taxi from Swansea station.

Contacting Information Services & Systems

We welcome enquires, along with your views on how we might improve our service to you.

Please contact us if you have a query, comment, suggestion or complaint. If you’d like to make an appointment (for example, with one of your Subject Librarians) please let us know.

We aim to respond to you within three working days.

You can contact us in the following ways:

Email: library@swan.ac.uk

Telephone (answerphone when closed)
Issue Desk (renewals, overdues, fines): 01792 295178
IT Support: 01792 295060
Information Desk: 01792 295697

Postal address: 

Information Services & Systems
Swansea University
Singleton Park
Swansea SA2 8PP

You can also find us on  and

Complaints

Complaints about ISS services will be forwarded to the appropriate member of ISS staff responsible for that service. If they cannot resolve the problem then you will have the opportunity to discuss it further with the Director of ISS, or one of the Deputy Directors. If, exceptionally, this still does not resolve the problem, then a formal complaint can be made under the ISS Complaints Procedure