learning from experience
We were unsure of whether to continue with CSE this year because of work pressure of adapting services because of COVID-19 and also stress of undergoing assessment remotely for the first time. However I’m really glad that we went ahead. It was a good opportunity to reflect on what we’d been doing, and because everything we’d been doing had been to support students and staff during COVID-19 crises, I found that we had plenty of recent evidence to be able
Conwy County Borough Council’s Environment, Roads and Facilities section has just completed their 3 year Review Assessment against the Customer Service Excellence Standard. We value CSE – it’s important because it allows us to evaluate our service and enables us to provide an improved experience to customers. Our customers know what to expect from us. We listen too, and engage with customers in feedback, which helps us deliver improved performance and share best-practice across the service. Because it’s important to us,
NTU – Student Services Centre Case Study The Student Services Centre (SSC) at Nottingham Trent University (NTU) is the one-stop shop for general enquiries and gateway to Student Support Services. We have SSC Advisers at all three campuses, who can provide card services, enrolment support, information and guidance on all student matters. We refer and direct students to specialist support services including Health & Wellbeing, Disability Support, Financial Support and International Student Support. With commitment to delivering high-quality services to
Goldsmiths, University of London Case Study The Student Experience Directorate at Goldsmiths, University of London has been working with Excellence Squared / Assessment Services for the last three years. We have been very impressed with the service and support that they have been able to offer us, from initial advice and guidance, a thorough pre-assessment process and regular catch up meetings right through to the on-site assessment stages of the accreditations that we eventually gained. We undertook two awards simultaneously,
Lisburn & Castlereagh City Council Capture The Moment Lisburn & Castlereagh City Council’s Sports Services Unit has been recognised for its excellent standard of customer service after achieving the Cabinet Office’s prestigious, Customer Services Excellence Award. The award was presented in recognition of the Unit’s customer focused service and commitment to continuous improvement, following a formal three day assessment against extensive pre-set criteria. This included customer insights, organisation culture, information & access, delivery of service and timeliness & quality of
Walsall College Case Study Walsall College’s Careers Guidance Service is free and available to all students and prospective students. Students and prospective students can access the Careers Guidance Service in many different ways i.e. by telephone, face to face and e-guidance. There is also a dedicated Careers Centre located on the ground floor in the Atrium where we operate a Quick Queries Drop-in service for current students on a daily basis. The college provides an extensive vocational provision for students
The Families First Quality Award is an established national quality assurance and improvement framework designed to help organisations demonstrate excellence in helping families. Assessment Services Ltd has recently been appointed by the Family and Childcare Trust to undertake the assessments against the framework on its behalf. Frameworks are available for children’s centres, Family Information Services and schools, produced by the Family and Childcare Trust and Suffolk County Council. Kathy Leahy, Managing Director of Assessment Services said: We are delighted to
Midland Heart and Customer Service Excellence This case study shows how an organisation can develop a strategy at the corporate level and then make the strategy operational so that the customer experience is enhanced and improved. Midland Heart are a leading housing organisation in England, delivering homes and services across the Midlands that enable people to live independently. They have 33,000 properties that provide homes for people from different backgrounds. To read further on how Midland Heart benefitted from
Nick Boles, ‘If an organisation has the matrix Standard you know their up to a benchmark of quality in terms of their provision.’ Watch video here
After successfully holding the matrix Standard since 2004, Selby College have once again been successful in their reaccreditation. They have maintained their high standards of information, advice and guidance through continual improvement and monitoring focussing on leadership and management. Key comments from Assessment Services assessor, Susan Smith were, ‘Key strengths in leadership of an effective and supportive IAG service throughout the college – a sense of mission and purpose is evident across the whole of Selby College such that students are
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