Management Board summary 05 December Customer Service Excellence Customer Service Excellence (CSE) is a government standard which assesses delivery of customer service within government. The formal assessment process focuses on areas that CSE research has shown are of greatest priority to customers. CSE is the successor to the Charter Mark. The Service Quality and Complaints Manager took Management Board through the recent successful assessment process. The Director of Public Services and Human Resources stated that this positive result should be used as a spur for further improvement and to reach out to new audiences. Management Board noted the retaining of the CSE standard and the work of the team throughout the assessment process. Civil Survey People Survey 2014 The Board was being asked to note organisational results, top level analysis and the next steps. The Head of HR and Organisational Development outlined the results to Management Board adding that this year the PCS union had actively encouraged members not to take part. A Non Executive Director advised that Leadership and Managing change results were consistent with what could be expected during a period of change at the top management level and we were currently in a period of planning for the future. The Chief Executive and Keeper noted that The National Archives remains a civil service high performer. Management Board noted the results of the survey, analysis and next steps. October financial performance update The Head of Finance explained that Management Board were being asked to note and approve the October financial performance update. Management Board were taken through the October Financials. Management Board discussed the update. Management Board noted and approved the October Financial report. Realignment discussion Page 1 of 2 The Chief Executive and Keeper advised that following discussion at the last Management Board we have now made final changes to the Strategic Priorities and Goals and would like to share this with the Board and explain what the next steps are. Management Board ratification is being sought. The Chief Executive and Keeper advised that he had presented the plans at an all staff meeting on Monday 1 December. A Non Executive Director stated that there would be much work to be done by the new Research and Collections Directorate in order not to be left behind the curve in terms of research. Management Board ratified the Strategic Priorities, Goals and realignment plans. First World War 100 The Head of Marketing and Communications advised that it is a year since we brought our plans for our First World War public programme to Management Board. We would like now to report back on the progress and learnings from our first year and to set out our approach for coming years. Progress, learnings and future plans were outlined to Management Board. The acting Head of Advice and Records Knowledge advised that staff from across the organisation have given assistance to the programme. The Management Board noted progress made and supported the planned approach. Site Development of former Inland Revenue Site by Taylor Wimpey The Head of Estates and Operational Security briefed Management Board on Taylor Wimpey’s development plans for the former Inland Revenue site which is located adjacent to The National Archives Kew location. A Non Executive Director noted the importance of briefing staff on plans. Management Board noted the plans. Prisoner of War LIA package In consultation with records specialists over the past 6 months, the licensing team have put together a package of records for which we have invited expressions of interest from publishers to license, digitise, index and make the records searchable online. Management Board were shown a selection of the documents. Any Other Business The Director of HR and Public Services noted that the Document Services Department had won an award for their work with Spark! helping young volunteers. There being no other business the meeting was drawn to a close. Page 2 of 2