Customer Services at Highland - "a beacon of public service delivery"

19th February 2009

The Highland Council has retained its Charter Mark Standard for excellence in customer service delivery at its network of 37 Service Points, and its Service Centre at Alness with a glowing report from the Cabinet Office's assessors which concluded the Council should be held "as a beacon in public service delivery".

Members of the Council's Resources Committee (Wednesday 18 February 2009) warmly welcomed the continuing positive assessment by the National Chartermark Standard, which tests in great depth those areas of service that are a priority for customers. Working with partners, such as Visit Scotland and the Passport Agency, was highlighted as a key strength of customer services.

The executive summary of the report states: "This organisation continues to demonstrate a very high level of customer service delivery. Pride is taken at all levels to ensure this level of delivery. Despite the widespread locations it serves, this organisation should be held as a beacon in public service delivery."

Councillor Carolyn Wilson, Chairman of the Council's Resources Committee, said she could not ask for a more favourable report card. The Council had undertaken a number of Chartermark asssessments over the past 10 years and the latest was the best, with compliance in all services achieved. She said: "Congratulations are due to our customer services team on this glowing report. From my own experience, I know how highly the public regard the service they receive at our Service Points and Service Centre. It gives us a very strong platform from which to develop Customer Services and to look for new and innovative ways to provide customer care. It is important that we use this report as a springboard for improvement."

To achieve Chartermark Standard, an organisation has to set standards and perform well; actively engage with customers, partners and staff; be fair; continuously develop and improve; use resources effectively and contribute to improving the quality of life in communities.

The Council's most recent partneship is with the Passport Agency, with six Service Points now acting as satelite offices for first time passport applicants, who conduct an application interview via video conference. This service is available at Fort William, Lochcarron, Lochinver,Kingussie Portree, and Ullapool.