Issue - meetings

STOCKTON-ON-TEES BOROUGH COUNCIL

CABINET INFORMATION ONLY ITEM

PROFORMA

Cabinet Meeting ........................................................................ 17 October 2024

1.         Title of Item/Report

Customer Service Excellence

2.         Record of the Decision

Consideration was given to a report on Customer Service Excellence.

Customer Service Excellence (CSE) was a national quality mark that sought to reward organisations that demonstrated a customer-focused commitment to all that they do. Certification to the Customer Service Excellence standard was through a rigorous assessment process which included a review of documents that demonstrated compliance against each element of the standard and an on-site visit to observe practical evidence.

There were 5 criteria that must be satisfied with a number of elements within each. Compliance plus was awarded for elements where particular strength is demonstrated.

Accreditation operated on a 3-year cycle, with a full assessment in year 1 followed up by a 12-month and a 24-month annual review to ensure standards were maintained. Stockton Borough Council had been accredited with Customer Service Excellence since 2010 and had demonstrated continuous improvement through the assessment cycles.

The report detailed the outcomes of the 24-month review which took place June 2024, and confirmed that the Council had retained full certification, achieving full compliance across all 57 aspects of assessment with compliance plus for 17 elements, a further increase of 1 from the 2023 annual review.

Details included how Powering our Future (POF) themes had been prevalent in conversations between the assessor and staff and, in written evidence/examples submitted for assessment. It was positive to note that 8 out of the 17 Compliance Plus points achieved this year, reference how POF themes and projects had demonstrated CSE.

The report included information about the removal of the CSE accreditation body, UKAS from future external CSE Assessments and details the future delivery CSE Staff Awards, STARs Awards and Think Smart, Think Big scheme.

3.         Reasons for the Decision

            N/A

4.         Alternative Options Considered and Rejected

            None

5.         Declared (Cabinet Member) Conflicts of Interest

            None

6.         Details of any Dispensations

            None

7.         Date and Time by which Call In must be executed

            N/A

Proper Officer

Consideration was given to a report on Customer Service Excellence.

Customer Service Excellence (CSE) was a national quality mark that sought to reward organisations that demonstrated a customer-focused commitment to all that they do. Certification to the Customer Service Excellence standard was through a rigorous assessment process which included a review of documents that demonstrated compliance against each element of the standard and an on-site visit to observe practical evidence.

There were 5 criteria that must be satisfied with a number of elements within each. Compliance plus was awarded for elements where particular strength is demonstrated.

Accreditation operated on a 3-year cycle, with a full assessment in year 1 followed up by a 12-month and a 24-month annual review to ensure standards were maintained. Stockton Borough Council had been accredited with Customer Service Excellence since 2010 and had demonstrated continuous improvement through the assessment cycles.

The report detailed the outcomes of the 24-month review which took place June 2024, and confirmed that the Council had retained full certification, achieving full compliance across all 57 aspects of assessment with compliance plus for 17 elements, a further increase of 1 from the 2023 annual review.

Details included how Powering our Future (POF) themes had been prevalent in conversations between the assessor and staff and, in written evidence/examples submitted for assessment. It was positive to note that 8 out of the 17 Compliance Plus points achieved this year, reference how POF themes and projects had demonstrated CSE.

The report included information about the removal of the CSE accreditation body, UKAS from future external CSE Assessments and details the future delivery CSE Staff Awards, STARs Awards and Think Smart, Think Big scheme.