Originally achieved in 2009, the Award is re-certified on an annual basis subject to passing a compliance audit. On 24 and 25 January 2018, Humberside Fire and 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 Deputy 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 and the Service received no partial or Non-Compliance issues identified. There are four areas of notable Good Practice and, for the first time, one area of Compliance Plus which is assessed as exceptional good practice and relates our strength, breadth and value of partnership work, which includes Stroke Association, Children’s University and Howdens Joinery.
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.