Council Achieves Customer Service Excellence

9th August 2011

The Highland Council has achieved a top national award for customer service.

The Cabinet Office has awarded the Council the Customer Service Excellence standard in recognition the service it provides via face to face contact with the public at its network of 35 Service Points, via telephone its Service Centre in Alness and via the Registration Service.

The Customer Service Excellence standard has replaced the Charter Mark standard, which the council has held since 1999. The new standard is more exacting than the Charter Mark standard and ensures an improved service for all customers contacting the network.

In order for an organisation to be recognised as achieving Customer Service Excellence, it must be successfully assessed and certified against the standard set by a licensed certification body approved by the Cabinet Office, which examines customer delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer needs and insight, understanding the user's experience of the service delivered and measurement of customer satisfaction.

Councillor Carolyn Wilson, Chairman of the Council's Resources Committee, said: "We are delighted that our Customer Services network has met this exacting new standard. This is testament to the high level of professionalism and customer care shown throughout the network."

"The award comes at a time of significant change as we tailor services to the needs of customers and move more to sharing services with partner agencies, such as the police and the Passport Service."

Alistair Dodds, Chief Executive, said: "Customer care is a priority in the Council. This award reflects tremendously well on our staff, who deserve the highest praise for this success. We know from repeated customer surveys, just how highly the public appreciate the way their requests for services are handled and our aim is to maintain these high standards."

The award was presented at Golspie Service Point, which is one of three partnership offices with Northern Constabulary. Customer Services staff provide a front counter service for Northern Constabulary which has proved beneficial to both the police and the local community. The Service Point also houses the Council's Money Advice Service, the Council's Community Works Officer and provides a registration service for the area.