REPORT FOR INFORMATION BULLETIN Subject: Lead Officer: Portfolio Holder: Link to Council Priorities: Exempt information: Delegated status: Customer Service Excellence Policy Manager Leader and Portfolio Holder for Corporate Development All None For Information EXECUTIVE SUMMARY: In June 2014 the Council undertook its second annual review of Customer Service Excellence (CSE) and was found to be fully compliant. REPORT: 1.0 Overview 1.1 Customer Service Excellence was developed as a government standard which tests those areas that research has indicated are a priority for customers, with particular focus on 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. 1.2 Elmbridge Borough Council was awarded Customer Service Excellence accreditation in June 2012 and then undertook an annual review in June 2013. To retain the accreditation, the Council was required to undertake an annual review on certain elements of the Customer Service Excellence standard over a 3 year period. 2.0 2014 Annual Review 2.1 In June 2014 the Council undertook its second annual review of Customer Service Excellence (CSE) and was found to be fully compliant. All Services areas have now been assessed as part of the accreditation 2.2 As part of the report there were a number of areas highlighted as good practice which are set out on page 7 of the report (Appendix A). There were also areas that were highlighted as compliance plus: Improvements in service to customers resulting from the Customer Service Centre developments, the new council reception, the CRM development and the BCSET strategies, together with the planned further development of these strategies. The improvements in reception anticipated in the previous assessment are now fully implemented represents an effective one stop shop facility for the council providing easy access and high comfort levels for
customers The improvements seen in customer information in the Noise Toolkit, the transfer to the National Food Standards, the response to floor circumstances, the widening of consultation processes particularly noting those with the gypsy and travelling community. 3.0 Achievements to date 3.1 In June 2012 we achieved Council-wide accreditation in which we were fully compliant and several areas were highlighted as good practice. We also achieved a number of compliance plus for customer engagement: Let s Talk Elmbridge GovMetric Consultation activity Gathering customer feedback Alcohol awareness work Elmbridge Relief Carers Scheme Volunteering Recycling activity Street Smart 3.2 In the second year we were required to undertake an annual review of criteria based around delivery and timeliness to ensure we retained our standard. Again we were fully compliant and a number of areas were highlighted as good practice, with 3 additional areas highlighted as compliance plus: Elmbridge Community Hub Centres for the Community Emergency Planning Financial Implications: None, for the purpose of this report Environmental/Sustainability Implications: None, for the purpose of this report Legal Implications: None, for the purpose of this report. Equality Implications: None, for the purpose of this report Risk Implications: None, for the purpose of this report
Community Safety Implications: None, for the purpose of this report Principal Consultees: CMB Background papers: None, for the purpose of this report Enclosures/Appendices: Customer Service Excellence Elmbridge Report Contact details: Katie Mills Policy Manager 01732 474387 kmills@elmbridge.gov.uk Annabel Crouch Policy Officer 01372 474398 acrouch@elmbridge.gov.uk