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HAMPSHIRE AND ISLE OF WIGHT
CUSTOMER SERVICES INFORMATION NETWORK
This document has been prepared by the Customer Services Development Group which is made up of managers of front-line staff from all local authorities in Hampshire and the Isle of Wight. Members of the Group have collaborated to design a protocol which is seen as a first step towards the development of matching customer service standards across the area.
Members of the Group emphasize that the protocol sets aspirational aims. Next steps will include sharing ideas for implementing the standards and agreeing our actions in line with improvement plans highlighted by Best Value reviews and central government initiatives.
Councils that approve and sign this protocol will be declaring a firm commitment to work with partner organisations in order to offer high, yet achievable standards.
NB. A "Customer Access Point" may be any public reception where services can be accessed, or information about services is readily available. For example, the reception may be known as Customer Service Centre, Information Centre, Local Information Point or similar but all accredited points will clearly show a common logo to depict membership of HIOWLA’s quality network.
1 Statement of Partnership
THIS PROTOCOL records the agreement to act in partnership to provide and support a network of staffed Customer Access Points to ensure that people who live in, work in or visit Hampshire and the Isle of Wight have access to public services and as much information as they need about them, in locations that are convenient to them.
It shall be open to further local authorities and public sector/health organisations to sign this protocol in the future.
2 Aims of Customer Access Points
(a) To improve accessibility to public services and to act as a focus for public service in Hampshire and the Isle of Wight
(b) To provide a point of contact for people who want to know about or obtain access to any local government or other service in Hampshire, the Isle of Wight and neighbouring areas irrespective of which organisation is responsible for it
(c) To display and disseminate information about the signatory partners and the services they provide
(d) To demonstrate genuine partnership and shared commitment to public service
(e) To provide appropriate contact with the required service and to record enquiries
(f) To provide statistical information and agree performance indicators to ensure continuous improvement
A typical Customer Access Point will operate as follows:
(a) For each site there will be a "host" partner responsible for the management and the maintenance there of the standards set out in this Protocol. The host partner will provide accommodation to meet the specification at 4 along with:
·employment and management of staff including training on recruitment and training/ learning opportunities throughout their employment to do their jobs effectively (e.g. IT, Customer Service, CertHE in Public Services Information Management)
(b) For each Customer Access Point there will be "participating partners" which support the site and whose services may be contacted through it. Participating partners will:
·monitor the effectiveness of the service and assess satisfaction through customer consultation / user surveys
(c) At each Customer Access Point an approved logo will be prominently displayed, together with the logo of the host and participating partners as appropriate. The partnership between them will be referred to on Customer Access Point stationery.
Designated Customer Access Points will meet the following minimum specification. They will
·be located where they are easily accessible to the public including people with mobility impairment
(a) Participants will commit themselves to the following minimum standards, a copy of which will be displayed at each Customer Access Point:
·We will make every endeavour to answer your specific enquiry or will direct you to an appropriate contact
6 Monitoring and Review
The signatory partners are committed to the development and continuous improvement of the service provided by the Customer Access Points Network. Review and Evaluation of the overall service will come under the auspices of the Customer Service Development Group.
Basingstoke and Deane Borough Council
Isle of Wight Council
HAMPSHIRE AND ISLE OF WIGHT
Aims and Standards of Service for
I agree with the principles of working in partnership
|Author:||Nick Goulder, Policy Manager|
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