Borough Council receives Customer Services Excellence Accreditation

Published: Monday, 03 December 2018

Northampton Borough Council has recently received a Cabinet Office accreditation in Customer Service Excellence, following a year-long programme of evidence gathering and preparation.

An independent assessor visited the Council’s Customer Services team to assess the evidence provided across five areas, and to hold sessions with customers, partners and staff to check against required standards.  

The five areas assessed were; customer insight, culture of the organisation, information and access and timelessness and quality of service – the outcome was that the Council are fully compliant with seven Compliant Plus scores.

Seven elements of best practice were also assessed and these were culture, staff empowerment, performance management and training, valuing contribution, partnerships, co-ordinated working and impact on communities.

In order to receive the accreditation, organisations must be compliant across five key areas of customer service and full compliance across all the elements is very rare. 

Councillor Anna King, Cabinet member for community engagement and safety, said: “We are delighted that our Customer Services team has been rated as fully compliant in all five areas, with seven ‘Complaint Plus’ scores.

“A Complaint Plus score means we are exceeding the Excellence expectation, are exceptional and are delivering best practice.”