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Data-Driven Strategic Planning for Access ServicesThis poster will describe the process and role of the University of Arizona's Access Services and frontline public service staff in needs assessment and user service evaluation, specifically in understanding the voice of the customer. We will include information on our strategic planning process, resources required, data sources, methodology, analytical tools, and the outcomes of this process. Information in this poster was first presented at the 2010 Access Services Conference and has subsequently been updated for publication.