Highland Council retains Customer Service Excellence Award

The Highland Council has now held a nationally recognised Customer Service accreditation since 1999. The achievement of this award is recognised as best practice nationally and is the only externally evaluated standard supported and recognised by the UK Cabinet Office.

The comprehensive assessment for Customer Service Excellence covers all aspects of the Customer Services organisation including Service Points, Service Centre, Registration Service, Digital Service delivery and the provision of partnership services to external customers such as HM Passport Service.

The Council’s customer service is measured against five main criterion including customer insight; the culture of the organisation; information and access; customer service delivery and timeliness and quality of service.

Highlights from the report include the following comments:

“The ethos of first class service delivery is clearly evident throughout the organisation.”

“Staff have faced a difficult year with uncertainty and apprehension, but managers are to be commended for the way in which staff have been supported and developed to face greater challenges with fewer resources. The assessor detected at all locations visited an immense pride and commitment to deliver improved services, despite the strain of less resources.”

“Information continues to be provided very professionally…..Several appropriate channels are used to ensure information provided is both received and understood. The extensive consultation and engagement provides a wealth of data, which is analysed thoroughly and very professionally. Reports are prepared and published with clarity in mind and clearly outline areas for improvement.”

Chair of Resources, Cllr Bill Fernie praised staff saying: “This is an excellent report. It is a very challenging standard not just to achieve, but also to retain. All criteria reviewed must be evidence based and must demonstrate continuous improvement Achieving and retaining this nationally recognised award demonstrates the high quality service which continues to be delivered by council staff, even in difficult times and circumstances.” 

The full report is published on the Council’s website: http://www.highland.gov.uk/downloads/file/11952/customer_service_excellence_report

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