customer service excellence the government standard for customer service
TRANSCRIPT
Customer Service Excellence
The Government Standard for
Customer Service
04/21/23 3
Snapshot to the Background of CSE
Recommendations from the Bernard Herden report on the Government review of ‘Transforming Public Services’ and Charter Mark Review
The need to ensure public services (the 5 E’s) are:
` efficient, effective, excellent, equitable, empowering
Drive to a ‘Customer Focused’ change within public sector services
Greater emphasis on both developing and measuring ‘Customer Satisfaction’
Standard now open to both public and private sector organisations
• A driver of continuous improvement. By enabling organisations to self assess their capability, using the Cabinet Office new online self-assessment tool, in relation to customer focussed service delivery and to identify areas and methods for improvement;
• A skills development tool. By supporting individuals and teams within the organisation to explore and acquire new skills in the area of customer focus and customer engagement, thus building their capacity for delivering improved services;
• An independent validation of achievement. By encouraging organisations to seek formal accreditation to the standard, demonstrate their competence, identify key areas for improvement and celebrate their success.
What is it?
• Give you insight into your organisation. - How customer focussed are you?- What are the strengths and weaknesses in your organisation in relation to customer issues
• Give you insight and improved understanding of customer issues
- By building skills to help you develop a truly customer focussed culture in your organisation
• Improving the relationship with and satisfaction of your customers.
What can it do?
• Build real team spirit and morale.
• Developing individuals and the team and improving their skills
- By making available a range of material on the tools and support material to build
knowledge and understanding of customer insight and customer focus issues.
What can it do?
• Generic Drivers of Satisfaction
• Work of the Customer Insight Group and products:
- Guidance on satisfaction measurement
- Guidance on Customer Journey Mapping
• ‘Customer Insight in Public services…A Primer’ published by cabinet Office in October 2006
• Principles of Public Services Reform
The Context
• Charters and Customer engagement
The new standard draws on various pieces of work….
Source: MORI
Satisfaction with service
30%
Delivery
18%
16%
Information
12%
Staff attitude
24%
Timeliness
Professionalism
Drivers
Key drivers of satisfaction
This model explains 67% of the variation in satisfaction
Main elements
The final outcomeThe way the service kept its promisesThe way the service handled any problems
Competent staffBeing treated fairly
AccuracyComprehensivenessBeing kept informed about progress
Polite and friendly staffHow sympathetic staff were to your needs
Initial waitHow long it takes overallNumber of times had to contact the service
How does it work?
• Public Sector
• Voluntary Sector
• Private Sector (new)
Who can do it?
How it works…the process• Self assessment….. On line tools
• Formal accreditation…assessment bodies
• Individual -v- corporate approach
• Eligibility
The 5 Criterion1 Customer Insight• Customer identification• Engagement & consultation• Customer satisfaction
2 Culture of the Organisation• Leadership, Policy & Culture• Staff professionalism & attitude
3 Information & Access• Range of information• Quality of information• Access to information• Co-operative working with other providers, partners & communities
The 5 Criterion continued4 Delivery• Delivery standards• Achieved delivery & outcomes• Deal effectively with problems
5 Timeliness & Quality of Service• Standards for timeliness and quality• Timely outcomes• Achieved timely delivery
Questions you may wish to consider……..
1. What would inspire you and your organisation to consider using Customer Service Excellence?
2. What might be a challenge or barrier to your organisation using Customer Service Excellence?
3. What information and support would encourage you to recommend Customer Service Excellence?
