Denbighshire County Council’s Customer Care section has been recognised for its excellence in customer services.
The Customer Services Excellence standard, evaluated by the Centre for Assessment Ltd, was awarded to Customer Care following a 3 stage assessment process and approval by an independent panel of verifiers.
The first stage involved a desktop review, where Customer Care had to provide evidence (in written format) to show it met all the elements of the five criteria set out in the standard:-
- Customer Insight
- The culture of the organisation
- Information and Access
- Delivery
- Timeliness and Quality of ServiceAs part of the second stage, the assessor observed staff at work, looking at how they interacted with customers and how customers responded and finally, as part of the final stage, the assessor interviewed staff, senior managers, customers and representatives from partner organisations.
The Standard is awarded for 3 years during which time the assessor will return every 12 months to ensure achievements are maintained and suggestions for continuous improvements have been actioned.
Leader of Denbighshire, Councillor Hugh Evans, said: “We are delighted that the tremendous amount of effort we are putting in to improving customer services in Denbighshire is paying off. This standard reflects the commitment of the council and its staff to putting customers first and ensuring that customers have access to the wealth of council information in a variety of ways, be it online, face to face or over the telephone.
“Whilst achieving the Standard is a feather in the council’s cap, we will continue to look at ways of enhancing our services to the public.”
