The Independent Case Examiner's Office is delighted to report that it has achieved Customer Service Excellence (CSE) accreditation, after completing an assessment with an external assessor.
CSE, formerly known as Charter Mark, was developed by the Cabinet Office to offer public services a practical tool for driving customer-focused change within their organisations. CSE forms part of the government's commitment to making services efficient, effective, excellent, equitable and empowering.
The CSE tool tests in depth, via a variety of means, those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer insight, understanding the user's experience and robust measurement of service satisfaction.
Customer Service Excellence recipients have found positive impacts by:
The Independent Case Examiner's office will be re-visited by an assessor on an annual basis to ensure they are maintaining and, more importantly, improving standards. The Independent Case Examiner's Office is committed to achieving a first rate service provided by professional staff.