Transcript Customer Service Excellence The Government Standard for Customer Service Snapshot to the Background of CSE Recommendations from the Bernard Herden report on the Government review.

Customer Service Excellence
The Government Standard
for
Customer Service
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
11/6/2015
3
What is it?
•
A driver of continuous improvement. By enabling organisations to
self assess their capability, using the Cabinet Office new online selfassessment 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 can it do?
• 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.
The Context
The new standard draws on various pieces of work….
• Generic Drivers of Satisfaction
• Principles of Public Services Reform
• Charters and Customer engagement
• 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
How does it work?
Key drivers of satisfaction
Drivers
Main elements
The final outcome
The way the service kept its promises
The way the service handled any problems
Delivery
30
%
Initial wait
How long it takes overall
Number of times had to contact the service
Timeliness
Accuracy
Comprehensiveness
Being kept informed about progress
Information
24
%
18%
Satisfaction
with service
%
Competent staff
Being treated fairly
12
%
Professionalism
16
Polite and friendly staff
How sympathetic staff were to your needs
Staff attitude
This model explains 67% of the
variation in satisfaction
Source: MORI
Who can do it?
• Public Sector
• Voluntary Sector
• Private Sector (new)
How it works…the process
• Self assessment….. On line tools
• Formal accreditation…assessment bodies
• Individual -v- corporate approach
• Eligibility
The 5 Criterion
1
•
•
•
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 continued
4
•
•
•
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?
Questions?
www.emqc.co.uk
[email protected]