Decision details

Decision details

Customer Service Excellence

Decision Maker: City Executive Board (became Cabinet on 13 May 2019)

Decision status: Recommendations Approved

Is Key decision?: Yes

Is subject to call in?: Yes


To report the results from the recent corporate Customer Service Excellence accreditation, and detail how this will be further embedded in the organisation moving forward.


The Head of Business Improvement submitted a report detailing the corporate Customer Service Excellence (CSE) standard accreditation and explains how the Council plan to embed the standard further.  To report the first quarter’s performance against the corporate comments and complaints scheme.


Cllr Brown, Board member for Customer and Corporate Services updated the Board on the success of staff in achieving the CSE. Comments and Complaints and Compliments (CCCs) record council’s performance and will be presented to the Board as part of the quarterly integrated report.


She encouraged Board members to look at their own areas of CCCs and to pursue any areas of concern.


The Head of Financial Services said that the Finance department regularly reviews all their CCCs and make changes as necessary.


Cllr Hollingsworth said that CCCs are a useful tool for executive oversight.  In terms of the format of report he found qualitative analysis more helpful than just statistics.


The Chair asked how people’s feedback was recorded and the figures complied especially if they are just comments.

The Director for Organisational Change and Corporate Services said table one picks up comments as well. The Council does try and categorise them correctly. Cllr Brown said that good organisations learn from CCCs - all are important. The Head of Business Improvement said that feedback is actively asked for by the contact service centre after each call. The Chair asked that the method of collecting the feedback (both actively and unsolicited) should be added as a footnote to table one in future reports.


Cllr Simmons said that how the information is used is most important.


The City Executive Board resolves to:


Note this report, and congratulates the City Council staff in achieving the Customer Service Excellence standard across the whole Council.

Report author: Helen Bishop

Publication date: 14/10/2016

Date of decision: 13/10/2016

Decided at meeting: 13/10/2016 - City Executive Board (became Cabinet on 13 May 2019)

Effective from: 19/10/2016

Accompanying Documents: