Customer Service Excellence Breakfast Briefing

Launched in 2008, Customer Service Excellence (CSE) is the new Government standard for customer service delivery.

The Government wants public services that are efficient, effective, excellent and empowering, with the citizen at the heart of service provision. With this in mind Customer Service Excellence was developed to offer public services a practical tool for driving customer-focused change within their organisation.

As well as being an independent validation of achievement, CSE can also be used as a skills development tool and as a driver of continuous improvement.

CSE can provide benefits for the customer, staff and the organisation as a whole through:

• providing a structured approach to business improvement;
• driving service transformation through customer insight;
• putting the customer at the heart of service design and improvement;
• linking staff motivation and customer satisfaction; and
• providing feedback on service provision and offering an opportunity for improvement.

This seminar will provide background information on the Standard and its development, including its linkages to the key drivers of change and satisfaction and the considerable benefits that can be achieved though using the framework.

The key speakers at thois event were Roy Stephenson who is the Deputy Director for Policy Projects in the Cabinet Office and Paddy McIntyre, Chief Executive of the Northern Ireland Housing Executive.