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Review | Chairman | Chief Executive | Strategic priorities | Performance | Governance | Grants | Accounts

Phil Spence

Phil Spence

'It has been a really good year for customers of the British Library. In our Reading Rooms in St Pancras, 94% of people have been satisfied with the services that we have been providing to them; and that is against a backdrop of about a 7% increase in numbers. For our remote document supply service, 83% of people are satisfied. I think we have got some way to go, but we are moving in the right direction. For example, 55% of requests are now provided by electronic means.

We have also been quite innovative. We have introduced a new box office system, which enables people to book for events online or through our Customer Services Department. We have also introduced a new Reader Admissions process, which enables people to get their Reader Passes much more quickly and efficiently than before.

As the new Director of Operations and Services, I am very pleased with the progress that has been made, and I am particularly impressed with the commitment of our staff in really finding out what the issues are that people feel strongly about and trying to make a better service for everybody.'