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The Customer Service Excellence Award (CSE), originally achieved in 2009, is re-certified on an annual basis subject to passing a compliance audit. On 9 February 2017 Humberside Fire & Rescue Service submitted its Customer Service Excellence self-assessment and facilitated an audit by Société Générale de Surveillance (SGS) to revalidate the award for a further 12 months.

The Customer Service Excellence standard tests in great depth those areas that research has indicated are a priority for customers, with particular focus on the following criteria:

  • Customer Insight
  • The Culture of the Organisation
  • Information and Access
  • Delivery and Timeliness
  • Quality of Service

After speaking to the Chief Fire Officer, senior managers, front-line staff and support staff, as well as a range of partners and customers of the Service and reviewing documentary evidence in print, on the website and on social media, Mr Matthew Watson of SGS informed us that the Customer Service Excellence award would be re issued for another 12 months. His full report can be found below.

This reaffirms that the multitude of services we provide to our communities are efficient, effective, excellent, equitable and empowering – with the customer always at the heart of our public service provision.