Service Excellence

• Our service and quality of deliverables is what we pride ourselves on and have built our reputation in the sector around, helping to distinguish us from the rest of the competition in HE.

• The internal audit and management assurance services that we offer are unique in the sector, delivered only by qualified and experienced audit and accountancy professionals and management consultants. Meeting our Member institutions' expectations is very important to us.  Internal Audit Protocols are agreed with all of our Member institutions on their admission to the KCG Consortium to ensure that expectations for service delivery are clearly defined and measureable on both sides.

• Our honest, professional manner and in-depth knowledge of the HE environment helps us to identify the important issues in our Member institutions and to convey realistic and practical recommendations. It is important to us to maintain a more personalised and "special relationship" with all of our Member institutions at all levels to facilitate the most effective working relationships.

• Our skilled and impartial professional staff always adopt an objective view, providing incisive and constructive advice, together with the provision of innovative solutions, for our Member institutions.

• The KCG Consortium is wholly dedicated to providing services that are based on an in-depth knowledge and understanding of the HE sector and relevant technical expertise. We are committed to recruiting professional staff that will assist the KCG Consortium to deliver the highest quality internal audit and management assurance services.  We seek formal feedback from management of our Member institutions for each assignment delivered, the results of which are reported to the Audit Committees of our Member institutions annually to allow a transparent assessment of our performance.  We listen to our Member institutions and continually strive to improve our service provision.

• The KCG Consortium Board of Management expects excellence in the provision of Consortium services to the Member institutions.  The Consortium's arrangements are reviewed every five years to ensure fitness for purpose and value for money.  The first of these reviews is due in February 2010.

• All KCG Consortium audit staff are required to deliver audit procedures strictly in accordance with the KCG Consortium Audit Manual, which is based on the Government Internal Audit Standards (GIAS) and the Institute of Internal Auditors (IIA) Standards. The HEFCE Accountability and Audit Code of Practice is observed at all times.