Customer Service Excellence

This is a project to encourage every Local Authority and Fire and Rescue Service to adopt high quality approaches to customer service excellence across the full range of their activities. Service transformation implies radical improvements not only in the outcomes that public services deliver but also in the way their services are organized. Customer centred services require careful design, delivery and review to ensure they remain efficient, effective, excellent, equitable and empowering.There are a number of developing approaches to excellence in customer service which are not limited to customer contact operations. This project recognizes these distinct and varied approaches and aims to:

Project Activity

• Mapping how Authorities across the region are embedding Customer Service Excellence
• Establishing the appetite for accreditation of customer service excellence
• Supporting local authorities in adopting a consistent corporate approach to excellence in serving customers
• Sharing these approaches with their partners
• Encouraging an overall improvement in the public sector's attitude to its customers
• Identifying and exploiting regional and sub regional opportunities to benchmark
• Supporting appropriate pilot innovations in customer focused design / measurement/ delivery
• Pursuing opportunities for inter-agency peer group working in customer excellence
• Designing a strategic procurement framework to enable customer service excellence

Download the project report, 'Moving Customers out of Customer Services' here

Project Contacts

Liz Greer liz@ruahine.co.uk

Tel: 07766 118 890