5 September 2016

Capital Projects achieves Customer Service Excellence

Beecroft - Jones

The Capital Projects team has become the latest in Estates Services to be accredited to the Customer Service Excellence (CSE) standard. The nationally-recognised CSE standard comprises 57 elements relating to areas such as customer insight, culture, service delivery and quality of customer service.

The result was full compliance in 54 out of the 57 elements of the criteria, with three areas of partial compliance. The assessor highlighted seven areas rated as ‘compliance plus’ ie beyond the required standard, including the development of a Communications Philosophy, which according to the assessor ‘has taken customer engagement to a new level’, the 360 degree appraisal process, the suite of documents that set out the team’s functions and responsibilities during a project, and the weekly noise report advising customers at the St Cross building of the likely disruption.

During the two-day review, the CSE assessor observed members of the team at work, spoke to customers and colleagues, reviewed evidence submitted, and took a tour of several buildings at which work being managed by the team is underway.

Eight of the department’s 14 service teams have now been successfully CSE accredited.  The department as a whole hopes to be fully accredited by the end of 2016.