External assessment
The Council aims to deliver excellent customer service. The
Council’s services formerly held several Charter Marks, however,
after investigation of the costs and the benefits to the customer
of the new Customer Service Excellence standard, the Council
decided to introduce its own quality framework. Within this
framework there is a programme of external quality accreditations
specific to the service such as Lexcel, Investors in People and
Green Flag. In addition, there are a number of externally moderated
quality assessments in place in service areas such as community
safety, electoral registration, telephony and the website.
Internally, officers conduct regular quality
assurance checks with customers who contact the Council requesting
a service or making a complaint via Comino (the customer
relationship management system). The quality of staff’s telephone
response is also monitored via a mystery shopping programme.
All of the above measures are subjected to regular scrutiny through
the Council’s committees.
In 2009, the Council was the subject of a Comprehensive
Performance Assessment before this was replaced by the
Comprehensive Area Assessment (CAA). In May 2010 the
Coalition Government announced that they would abolish
CAA.
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