This is the 12th continuous year of our Customer Service Excellence (CSE) journey – www.customerserviceexcellence.uk.com
SIS was one of the first charities to engage in this rigorous independent quality assessment.
We have built up momentum and provided compelling evidence of continuous improvement.
This year we secured 11 areas of Compliance Plus!
We retained all of our areas of Compliance Plus from last year and added 3 new ones (bulleted in bold below).
Our Assessor commented that this is a “remarkable achievement!”.
He commended us for the high quality of our submission. He firmly believes that SIS is emerging from the pandemic stronger and acting as an influencer across Sussex.
We have continued to adapt, innovate, and stay focussed and motivated.
OUR 11 AREAS OF COMPLIANCE PLUS:
Customer Insight
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- We have developed customer insight about our customer groups to better understand their needs and preferences.
- We have made the consultation of customers integral to continually improving our service and we advise customers of the results and action taken.
- We have made positive changes to services as a result of analysing customer experience, including improved customer journeys.
Culture of the Organisation
Leadership, Policy & Culture
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- We use customer insight to inform policy and strategy and to prioritise service improvement activity.
- We empower and encourage all employees to actively promote and participate in the customer focused culture of our organisation.
Staff Professionalism and Attitude
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- We value the contribution our staff make to delivering customer focused services, and leaders, managers and staff demonstrate these behaviours.
Information and Access
Quality of Information
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- We can demonstrate that Information we provide to our customers Is accurate and complete, and that when this is not the case we advise customers when they will receive the information they requested.
- We take reasonable steps to make sure our customers have received and understood the information we provide.
Co-operative working with other providers, partners and communities
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- We have made arrangements with other providers and partners to offer and supply co ordinated services, and these arrangements have demonstrable benefits for our customers.
- We Interact within wider communities and we can demonstrate the ways In which we support those communities.
Delivery
Delivery standards
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- We consult and involve customers, citizens, partners and staff on the setting, reviewing and raising of our local standards.
A key challenge this year is to provide digital access channels whilst addressing barriers for Service Users; digital capability, poverty, hesitancy and confidence -to ensure appropriate and fair access for all.
We have started to deliver new initiatives and you can read more here:
Virtual Switchboard making it easier for patients to book interpreters
Well done to everyone who has worked so hard this year to make SIS successful in delivering language support at the heart of our communities.
We welcome feedback. You can give us your feedback by visiting our Contact web page https://sussexinterpreting.org.uk/feedback/
Vikki Gimson – Quality Assurance Manager vikki@sussexinterpreting.org.uk
Arran Evans – SIS Director arran@sussexinterpreting.org.uk