News: Customer Service/Care
Customer care improvement leads to 'excellent' rating for Durham authority
05 June 2008
Rigorous training and attention to customer care improvement has resulted in a Durham public sector organisation being deemed 'excellent' by officials.
Following a week of inspections and assessments in March, the Audit Commission concluded that Wear Valley district council is performing considerably stronger than its last 'fair' judgment in 2004.
Michael Laing, chief executive of the authority at the time of its inspection, told 24dash.com the new rating reflects the skill of staff "and their commitment to their customers".
"The council has gone from being fair to being excellent by focusing on teamwork, local knowledge and playing to people's skills," he explained.
Mr Laing added: "This is a tribute to the dedication of the whole staff team."
As well as 'ambition and achievements', the council scored most highly on customer care, to which it had focused rigorous attention in recent years.
The results are in contrast to the Audit Commission's conclusion last week regarding Wokingham borough council's current performance management.
Major customer care improvements were called for at the Berkshire authority after it was deemed to lack a "strong culture" of such service.
