Oxford City Council is celebrating the successful outcome of its Customer Service Excellence assessment, conducted at the end of November.
The comprehensive evaluation, carried out by an external assessor, encompassed a thorough review of evidence compiled by Council staff as well as extensive consultations with tenants and partners.
The City Council has not only retained the prestigious Cabinet Office Customer Service Excellence standard but has also achieved exceptional results by securing 13 compliance plus ratings. This accomplishment includes the retention of the 11 compliance plus ratings previously awarded, as well as the addition of two new ratings, signifying the Council's commitment to going "above and beyond" in meeting the criteria.
The independent external assessor highlighted the Council's dedication to excellence and said: "This is a Council that continues to strive to be excellent at all times. It is a learning organisation and takes every opportunity to implement the learning gained.
"Oxford City Council is committed to putting the customer at the heart of the way it operates. Every effort is made to resolving issues at the first point of contact."
Strengths include:
- a top-down commitment to a customer-focused ethos
- effective collaboration with partners
- wider engagement with communities
- confident staff contributions to strategy development
- active involvement of tenant panels and leaseholder groups in consultation activities
While celebrating the achievements, the Council recognises the importance of continuous improvement and the assessment provided valuable insights into areas for development. These include:
- consistent improvement in customer satisfaction scores
- a review of satisfaction survey questions and website information
- enhanced involvement of Equality, Diversity, and Inclusion (EDI) in consultations
- a team principle review to include timeliness standards
- clear communication of the role and purpose of customer ambassadors
The Council’s next assessment is scheduled for November 2024, where we anticipate success in retaining the compliance plus elements, reviewing progress against development points, and revisiting strategic projects.
Comment
“My heartfelt thanks to everyone involved in the assessment process including those who compiled the evidence and engaged directly with assessors.
“This external validation of our efforts is a testament to the remarkable work being done across the City Council. We take pride in this achievement and remain committed to delivering exceptional service to our community.”
Councillor Nigel Chapman, Cabinet Member for Citizen Focused Services and Council Companies
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