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.
On 24th March, IT & Digital Services held their Customer Service Excellence Standard 12 month review assessment. IT & Digital Services are committed to providing the highest levels of service and support to all customers and so were extremely pleased to not only score ‘full compliance’ across all 57 elements of the assessment for the second year running, but also to achieve compliance plus scores in the areas of ‘Customer Insight’, ‘Culture of the Organisation’ and ‘Delivery’.
The Customer Service Excellence Standard is a Government quality standard for customer focused teams and organisations. CSE is based on a rigorous assessment of 57 elements grouped into 5 criteria. IT continue to hold their place in the Customer Service Excellence holders directory
If you would like more information on the CSE Standard, please contact Gemma Prisk.
Customer Service Excellence Standard
Following a rigorous assessment held in March 2021 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:
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.