Customer Service Excellence (CSE)

South Cambridgeshire District Council is delighted to have achieved the Customer Service Excellence (CSE) accreditation in 2011. Working towards the standard has helped us make sure we continue to place you, our customers, at the heart of service design and delivery, and that we get it right, first time, to save you having to contact us unnecessarily.

Excellent customer services means that we:

have an in-depth understanding of our current and potential customer groups and can use this information to provide better services
consult regularly and advise customers of the results and action taken
analyse your experience of our services in detail to improve our understanding of how you interact with us as a basis for improving services
make information about the full range of services we provide as widely available as possible, including how and when you can contact us, how our services are run and who is in charge

The Customer Service Excellence (CSE) Standard (formerly known as Charter Mark) has been developed by the Cabinet Office to offer organisations a practical tool for driving customer-focused change within their organisation.

For us to have been recognised as achieving the CSE Standard, we were successfully assessed against the criteria of the standard by licensed certification body EMQC.

There are 5 criteria to the CSE framework and they are:

Customer Insight
The Culture of the Organisation
Information and Access
Delivery
Timeliness and Quality of Service.

Each criterion is comprised of a number of factors, each of which requires examination and, in many cases, supporting evidence. EMQCs final report shows how we've demonstrated compliance against the criteria, as well as areas in which we need to make further improvements.

Download: EMQCs final report