Published on:
20
December 2012
Council Leader Gary Womersley has congratulated staff in the Council's Community and Regulatory Services who have achieved the Customer Service Excellence quality standard.
The Assessor visited Clackmannanshire for two days in September was taken on a variety of site visits, ranging from meeting young people benefiting from the services provided by Clackmannanshire Works to accompanying the Principal Countryside Ranger to Alva Glen.
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.
Community and Regulatory Services have been awarded CSE accreditation, with only one partial compliance (out of a maximum allowance of eleven) and with three compliance pluses.
The compliance pluses have been awarded for the meaningful consultation and engagement that happens consistently across all of Community and Regulatory Services.
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.
"And to achieve three compliance pluses is an excellent outcome, especially considering that this is the first time these services have been put forward as a unified assessment. It is testament to the hard work and customer commitment of Community and Regulatory staff."
Community and Regulatory Services provides a wide range of functions including Roads and Transportation, Building Standards, Licensing, Environmental Health, Trading Standards, Community Safety, Development Planning and Management, Environmental Development, Economic Development, Land Management and Burial Grounds, Regeneration and Housing Management Operations. The Housing Investment and Planning team were also included in the assessment.
Councillor Womersley added: "Our customers' expectations are rightly high and the achievement of Customer Service Excellence is significant when we consider that this is a key customer-facing service. Community and Regulatory Services is about delivering efficient, effective, customer focussed services which: improve and protect public health, consumers and environmental amenity; ensure that the development is carried out in the right place at the right time to the right level of quality; ensure the health, safety, welfare and convenience of people in and around buildings; and further the conservation of fuel and power in buildings, all in a manner which supports sustainable economic growth.
"We keep the customer at the heart of everything we do and this award acknowledges that we are doing it right."