21 March 2014

Northamptonshire County Council’s customer service centre has been awarded the Customer Service Excellence standard.

What is the Customer Service Excellence standard?

The Cabinet Office owns the standard which was launched to recognise those organisations that are efficient, effective, excellent, equitable and empowering and that put the citizen at the heart of what they do.

This quality mark is open to all organisations, whether private, public or voluntary sector, and applicants are assessed against five key criteria: customer insight, the culture of the organisation, information and access, timeliness and quality of service, and delivery.

Deputy leader of the county council and cabinet member for customers and communities Councillor Heather Smith said: “This is well-deserved recognition of the hard work and commitment shown by our customer service team to improve the service offered by the council to county residents.

“Despite this being the first time we’ve put forward the customer service centre for this standard, the overall assessment identified 12 areas where we have been judged to be displaying best practice. This is a fantastic achievement and we’ve already had requests from other authorities who want to visit us to learn about what we’re doing in Northamptonshire.”

Customer service centre staff were formally presented with the certificate at full council yesterday(Thursday 20th March).

Areas of best practice recognised within the assessment include the council’s mobile website, its approach to engagement and consultation, staff understanding of customer needs and the council’s transparency in publishing performance information.