Library Excellence Framework Resources: Innovation Funded Project
2025/2026
The University of Bedfordshire is receiving an Innovation Fund to develop Library Excellence Framework template resources for M25 Consortium Members
Customer Excellence Framework Resources
Recognising that many M25 member libraries are navigating pressures to improve efficiency and reduce costs, including process efficiencies, and agile service improvement, funded by the M25 Consortium Innovation Fund, the University of Bedfordshire is developing resources that will benefit the M25 Consortium community. These will include:
• a template Library Excellence Framework
• template training slides
• template communications
All resources will be released under a Creative Commons licence for local adaptation. The Focus Group provides the M25 Consortium community with the opportunity to contribute to developing a relevant and workable Framework.
Background
At the M25 Consortium Conference, in 2025 colleagues from the University of Bedfordshire delivered a lightning talk challenging Customer Service Excellence charter marks. They proposed that institutions may benefit more from developing a bespoke, institution-specific library excellence framework. Developing this idea further, they published a Times Higher Education Campus article outlining what such a framework could include and why a more tailored model may offer greater value. The early model identifies ten areas that could form the basis of a bespoke framework:
1. Compliance
2. Staff development
3. Feedback
4. Data
5. Learning Resources
6. External dissemination
7. Policy and processes
8. Civic engagement
9. Communications
They made a successful bid to the M25 Consortium Innovation Fund to produce a library excellence framework resource package, made available to M25 Consortium members on this website. They gave an update on the Project and made a call for Focus Group participants at the M25 Consortium Conference 2026.