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Source: City of Oxford

Published: Thursday, 19th September 2019

Customer Service Excellence is a national quality mark that recognises organisations for their customer-focused commitment to all they do, ensuring they are efficient, effective, excellent, equitable and empowering, with the customer always at the heart of service provision. Oxford City Council has held the award for three years and has just had it reconfirmed, with an improved score.

Certification to the Customer Service Excellence standard is through a rigorous assessment process that includes a review of documents to demonstrate compliance and this is followed up with an on-site visit by assessors.

Councillor Nigel Chapman, Cabinet Member for Safer Communities and Customer Focused Services said: “Our staff’s dedication, focus on delivery, professionalism and attitude have been recognised once again with the Customer Service Excellence Award. I’m proud of what the City Council does for Oxford and I want to thank everyone involved in gaining this recognition for the services we provide.”   

Customer Service Excellence assessors noted that the City Council performed extremely well with noticeable changes since last year, particularly in the level of staff engagement and in staff understanding the importance of customer service. 

Areas where the Council scored exceptionally highly (compliance plus) included: 

  • effective use of data to understand customer needs
  • developing roles to engage more effectively with customer groups
  • improving services by analysing customer experiences
  • effective consultation
  • developing innovative approaches to support local communities
  • a clear corporate commitment to customer service.

For more information visit the Customer Service Excellence website. 

MIL OSI United Kingdom