This section has been introduced to show how we are performing and what else we are doing to help provide customers with a better service.
The Access and Customer Care Focus Group have chosen the title as the most appropriate one to cover the areas covered.
New Accreditation, Customer Service Excellence
On behalf of G4s assessment services, we are pleased to inform you that following your recent assessment on 05 and 06 July 2010, you have provided evidence that complies with the certification requirement for the Customer Service Excellence Standard
The quality of the evidence overall is very good and reflects the quality of the work involved in preparation for this assessment. The Service faces difficult challenges with a high number of BME customers clustered towards the most deprived, inner city areas. Despite these difficulties, the Service is customer focused, provides services which are easily accessible and with a commitment to equality of service and diversity.
1.Customer Insight
Customers speak of staff who are friendly and approachable and who often go the extra mile for their customers.
2. The culture of the organisation
Good evidence of an extensive programme of profiling customers against six strands of diversity to compliment a database of tenants and leaseholders. A range of good examples demonstrating particular efforts to reach disadvantaged and hard to reach groups and well developed engagement and consultation mechanisms.
3. Information and Access
A strong emphasis on customer focus and customer care, particularly in respect of vulnerable groups and of staff empowerment
4. Delivery
A range of accessible information available for customers based on a sound knowledge of your customer base and services are easily accessible with well developed working arrangements with other agencies and co-providers.
5. Timeliness and Quality of Service
Performance standards and targets are mostly met with a robust performance management regime and emerging benchmarking arrangements against similar services. Generally meets standards and targets for timeliness and service quality.
Please see details of the full standard and final reports on the right.