Service Excellence

We are passionate about service excellence within the IT and Digital Directorate and we strive to put the customer at the heart of everything we do. By listening to, and reviewing feedback about our services and identifying necessary service improvement programs, we help to drive a culture of service excellence and innovation.  We promote customer centric behaviours by putting the customer at the heart of all directorate planning and delivery activities, working with the Directorate’s senior management team to realise continual service improvement.

Customer Service Excellence Standard 

Customer Service Excellence Logo

Following a rigorous assessment held in March this year with external assessors Centre for Assessment, the IT & Digital Directorate now meet the criteria of Customer Service Excellence in accordance with the requirement of the Cabinet Office’s Customer Service Excellence Standard.

The Customer Service Excellence Standard is a Government quality standard for customer focused organisations. It was launched by the cabinet office in 2008 to recognise organisations who put the customer at the heart of everything they do and is a mark of quality in the sphere of customer care.

As a part of the standard, Centre for Assessment worked with IT & Digital to evaluate all aspects of the customer experience through an assessment of 57 elements grouped into 5 criteria. The overall aim was to continually improve the IT & Digital service and drive customer focused change.

On receipt of this award, IT & Digital were included in the Customer Service Excellence holders directory (listed as Falmouth Exeter Plus – IT & Digital Directorate).

Many FX Plus, Falmouth University, University of Exeter and SU colleagues worked with IT & Digital during the assessment, taking time to speak to the assessors and feedback on their experience of the service. IT & Digital want to say a big thank you to everyone who helped with this. Without their feedback and  insight into the customer experience, it would not have been possible to achieve this standard.

If you would like more information on the Customer Service Excellence Standard, please contact Gemma Prisk.

IT & Digital Services Customer Charter

To Drive Innovation and Deliver Trusted Technology

IT and Digital aims to provide an excellent customer experience, using feedback to drive customer focused change putting the customer at the heart of everything we do. This charter informs you as our customers, what standard of service you should expect when dealing with IT and Digital Services.

Our commitment to you:

Communicate with you professionally, in a timely manner and in a way that suits you

We aim to

  • Answer all telephone calls to the Service Desk within 30 seconds during Service Desk opening hours.
  • Offer face to face, email, phone and self-service support.
  • Pass any email communications sent to the Service Desk to the appropriate support team within 3 working hours. (Contacting us via our self-service portal is often quicker).
  • Provide out of hours support for any emergency incidents.
  • Keep you updated at all stages of your enquiry through to resolution.
  • Contact you within our specified response and resolution times.
  • Complete at least 92% of incidents within our Service Level Agreements.
  • Follow our documented processes to achieve the best outcome.

Treat you with the highest level of professionalism, dignity and respect

We aim to:

  • Interact with you in line with the FX Plus values and behaviours and the dignity and respect policy.
  • Listen to your feedback and use this to drive customer focused change.
  • Put you, our customer at the heart of everything we do.

Provide you with helpful and relevant information

We aim to:

  • Provide you with correct and accurate information at the right time.
  • Ensure that any published information about our service is correct and up to date.
  • Use jargon free language.
  • Provide useful information, FAQ’s and step by step guidance to help you resolve any query you might have as quickly as possible.

How you can help us

You can help us meet our aims by:

  • Following the correct procedure for logging an incident or service request.
  • Providing clear and accurate information when logging an incident or service request.
  • Letting us know if our services do not meet the standards you expect.
  • Being respectful in your interactions with our staff, in line with the Dignity and respect policy.