Customer Service Excellence

The Government wants public services for all that are efficient, effective, excellent, fair and empowering - with local people always at the heart of public service provision. The |Customer Service Excellence (CSE) award is given for high standards of service and a commitment to continuous improvement. It focuses on delivery, timeliness, information, professionalism and staff attitude that research has indicated are a priority for customers.

In 2011, Elmbridge Town Planning Division became the proud holder of the CSE award and was recognised for the excellent public service it gives to its customers. The award emphasises the importance of constant improvement and we are committed to continually identifying areas for improvement that will benefit our customers.

To receive the award, organisations have to achieve the following goals:

• Meet key customer service excellence standards and perform at a high level
• Actively engage with customers, partners and staff
• Be fair and accessible to all customers
• Continuously develop and improve

Great importance is also placed on understanding the customer experience, measurement of service satisfaction and gathering customer feedback. All applicants for the award are evaluated individually by an independent assessor and the standards are tested in great depth.

Working within the CSE standards, we are committed to forging closer links with its community. We consult openly with our residents and local groups on a wide range of issues and try very hard to engage with people, to ascertain their views and preferences. We strive to be transparent and fair in our work and to communicate effectively with residents.