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Customer First wins Charter Mark

Date: 08/01/2008           Category: Customer First

Medway Council’s Customer First service, which handles residents’ contact with the council and partner organisations, has been awarded a Charter Mark, the government’s national standard for excellence in customer service for organisations providing public services. Because it concentrates on the results of the service delivery – the service the customer actually receives – Charter Mark is unique among quality schemes. It enables organisations to be measured against a prestigious and nationally recognised standard for delivering customer service. To reach Charter Mark standard, organisations must: · set standards and perform well; · actively engage with their customers, partners and staff; · be fair and accessible to everyone and promote choice; · continuously develop and improve; · use their resources effectively and imaginatively; and · contribute to improving opportunities and quality of life in the communities they serve. Portfolio Holder for Customer First and Corporate Services Cllr Janice Bamber said: “I’m very proud that the high quality of our customer care services has been recognised by this award. One of Medway Council’s core values is to put our customers at the centre of everything we do, and that’s exactly what Customer First does.” Head of Customer First, Martin Garlick, said: “Charter Mark helps us to continually develop and improve service delivery, ensuring that we consistently put the customer at the centre of everything we do. “We also benefit from using the framework to improve services and performance, gain expert feedback, help to achieve good value by listening more to our customers, and improve staff morale and motivation.” Customer First also gained Best Practice awards in a number of areas, including its customer champions’ network, active involvement in the Kent Customer Service Network Group, the extensive choice of contact options, and opening hours and access to the service. To maintain Charter Mark accreditation, Customer First will be assessed annually and must demonstrate maintained compliance of the standard, continuous improvement, and actions taken. Further information on Charter Mark can be found at www.chartermark.gov.uk Medway’s Customer First programme also won a 4ps (Public Private Partnerships Programme) 2007 Award in the Customer Service category in July 2007. [ends]