Customer Service Excellence
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Staffordshire and Stoke on Trent Archive Service are delighted to announce that the Service was assessed under the Government Standard for Customer Service Excellence in December 2010 and was found to meet the required standard.
Customer Service Excellence is the Government's standard for excellence in public service, administered through the Cabinet Office. It replaced the former Charter Mark quality standard in 2008.
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The Archive Service has a long commitment to achieving both standards which began in 1998 when Staffordshire Record Office was first awarded the Charter Mark. This was followed by success again in 2001, and then in 2004 the whole of the Archive Service was accredited to Charter Mark. Since 2008 the service has been working hard to make the transition to Customer Service Excellence, which is a much more challenging standard to meet. There are 57 criteria and the Service met all but two of these, for which partial compliances were given.
We were assessed by means of a review of our application and evidence, followed by an onsite visit from the assessor on 7 December 2010. During his visit the assessor walked around Staffordshire Record Office and spoke to customers and staff. He also met with some of our regular users who represented different types of use and commented that the feedback from our customers was outstanding and the best which he had ever experienced in an assessment. This was followed by a meeting with some of our partners, volunteers and elected members and again his feedback was extremely positive. In the afternoon the assessor went to Stoke on Trent City Archives and spoke to staff and customers from the Service.
Confirmation of our result was received in January 2011 and the assessor commented that our satisfaction rating was very high compared to other archive services and that our volunteer groups were clearly enthusiastic and dedicated to their work.
Making the transition to the new Standard was very hard work, but we believe that it does help us to provide you with a quality service. We would like to thank those users who willingly gave up their time to speak to the Assessor and also those of you who have given us feedback about our services.
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