Award for Excellent Customer Service
Published on:
16
August 2012
Council Leader Gary Womersley has congratulated staff in the Council's Strategy and Customer Services who have achieved the Customer Service Excellence quality standard for a second year in a row.
Assessors visited Clackmannanshire in June, speaking to staff, customers, community councillors and partners.
The Customer Service Excellence award is a Government initiative that aims to keep the customer at the heart of public service. It looks at areas including service delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer insight, understanding the user's experience and robust measurement of service satisfaction.
Achieving reaccreditation demonstrates that the service has continued to improve.
Councillor Womersley said: "Achieving an award is always something to celebrate. Customer Service Excellence is an independently validated standard which is nationally recognised. It provides reassurance to staff and customers alike that the quality of services delivered here are of an excellent standard - with the citizen always at the heart of service provision."
Strategy and Customer Services provides a wide range of internal support service, from business support and members services to communications, performance, research and information and emergency planning. And in an ever-increasingly challenging financial environment, it is essential that the Council's support services demonstrate continuous improvement.
Councillor Womersley added: "Our customers' expectations are rightly high and the achievement of Customer Service Excellence is significant when we consider that it is a key customer-facing service; often the first point of contact for our citizens, dealing with thousands of customer enquires each year, whether through the contact centre, online, in CAPs, libraries, registrars, through community consultation and engagement, or working with our partners, particularly in a community planning context.
"We keep the customer at the heart of everything we do and this award acknowledges that we are doing it right. What is also very encouraging is how the service has improved since last year."
Staff from Strategy and Customer Services with Council Leader Gary Womersley and Provost Tina Murphy.