Commitment to customer service praised as Council retains national quality mark

Fenland District Council has once again been reaccredited with the Cabinet Office's prestigious Customer Service Excellence (CSE) Standard.

CSE 2022

Customer Service Excellence is a national quality mark that recognises organisations in the public and private sector that have a truly customer-focused culture and are committed to continuous improvement.

The standard is awarded after a rigorous assessment process which involves organisations being evaluated against 57 criteria areas. The assessment places particular focus on using and developing customer insight, the culture of the organisation, customer information and access, delivery, timeliness, and quality of service.

Following an assessment in June, Fenland District Council was found to be compliant in all areas of the assessment - and exceeded compliance (known as Compliance Plus) in five areas.

CSE 2022

Pictured: The Council's Portfolio Holder responsible for Customer Services, Cllr Steve Tierney, being presented with the CSE Certificate by Chairman of Fenland District Council, Cllr Alex Miscandlon.

In his report, independent CSE assessor Neil Potentier praised the Council for delivering "excellent services in every area". He said staff "put the customer at the heart of everything" and "leave no stone unturned in their efforts to identify and reach out to any group or person needing help".

The report noted a number of key strengths, including:

  • The Council's comprehensive Consultation Strategy, which stresses the importance of consultation, and the approaches and methods adopted.
  • The Council's corporate values, which drive a focus on the customer, and its framework of core and management competencies which support service improvement.
  • The Council's use of staff insight into delivering excellent services. Mr Potentier said staff insight was already at a high level prior to the COVID-19 pandemic but has increased through staff being able to implement ideas based on a 'one team collective approach' whereby all team members are involved in evaluating ideas and suggestions.
  • Continual commitment to and creation of new access channels to services, increasing the Council's digital offer whilst maintaining traditional channels for residents who need them.
  • The quantity and range of partner organisations that the Council works with is increasing to meet the needs of, and increase interaction with, Fenland's diverse community.

Councillor Chris Boden, Leader of Fenland District Council and Cabinet member responsible for financial and performance management, said: "We are delighted to be reaccredited with the Customer Service Excellence Standard. Fenland is one of the few Councils that has consistently achieved this rigorous standard for all its services, both customer-facing and internal, which demonstrates our dedication to putting local residents and businesses at the absolute core of what we do. We are determined to build on this achievement by continuing to listen to the valuable feedback of our residents and partners so we can identify opportunities for further improvements to our services."

Article Date: July 2022

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