Published on:
12
February 2013
Clackmannanshire Council's Support Services, comprising Accountancy, Governance, ICT and Revenues & Payments, have achieved their Customer Service Excellence Award, following inspection which took place in November.
They were presented with their certificate this week which they will now hold for three years before it is due for renewal.
The two day inspection, by an external assessor, was extremely thorough and included meeting with staff in all parts of the service and a broad range of customers. The assessors inspected every aspect of the services provided through the Support Services Team, focussing in particular on the management of customer relationships both internally and externally.
Led by Senior Support Services Manager, Julie Burnett, the team put in an exceptional amount of hard work to gain the evidence to satisfy the assessors that they had met the criteria necessary to achieve the highly prestigious award.
Julie said: "Achieving this award was a full service effort. Every member of staff within the services had a role to play, in terms of identifying and understanding the needs of their customers and demonstrating positive customer relationship management
Ian Smail, Helen McNaught, Dawn West, Derek Barr and Liz Shaw were given special mention for the hard work they put in to achieve the award, in terms of gathering and analysing the available evidence on behalf of each service.
Julie added: "There has been lot of work done in collecting feedback from customers and using that feedback to improve how we deliver our respective services. Now that we have the award for three years however we do not intend to rest on our laurels. We aim to continue to improve service delivery for our customers and adapt and respond to their changing needs."
The successful Support Services Team, who gained the recognition were: Julie Burnett (Senior Support Services Manager), Helen McNaught (IT Business Analyst), Dawn West (Benefits and Revenues Officer), Ian Smail (Administrative Officer), Susan McKay (Revenues and Payments Manager), Lisa Simpson (Governance Manager), John Munro (ICT Service Manager), Martin Dunsmore (Accountancy Manager) and Liz Shaw (Accounting and Budgeting Manager) and Derek Barr (Procurement Manager).