Oxford City Council - Customer Service Excellence

Oxford City Council is the democratically elected body for Oxford. Working in partnership with others, they aim to provide a range of services for approximately 152,000 resident; 106,000 people who work in Oxford and around 9.5 million people who visit the city very year.

Responsible for running local planning, housing, Council Tax collection, housing benefits, business rates, environmental health, licensing, electoral registration, refuse, and recycling collection, leisure services and parks, economic development, social inclusion, community cohesion, street wardens and park rangers, markets and fairs, tourism and cemeteries.

Oxford City Council are a service provider who strives to excel in customer satisfaction and are dedicated to providing a first-class customer service experience by putting the customer at the heart of everything they do and ensuring that they don’t waste time, effort and money delivering a service the way they want but doing it the way their customers want it. As such Oxford City council is attempting to achieve the CSE Standard across the whole of the organisation.

Why Customer Service Excellence?

"We hope that it would help to identify areas of success and areas for improvement."

Working with the Standard

"The assessment process offered by Centre for Assessment is flexible, tailored to the needs of an organisation, providing an objective and impartial process.

We found the assessment & review process very thorough and beneficial to all departments involved. As experienced with the Contact Centre, our assessment process involved us preparing a submission of written evidence which was reviewed by our assessor. This was followed by an onsite visit to each of the offices where they met with staff and customers."

Which part of the Framework has been most fulfilling?

"The results! The high level of achievement in phase one has inspired the members of phases two and three to aim high. We are particularly proud of the number of Compliance Plus elements awarded, especially given the recent challenges facing Local Authorities these days."

Would you recommend the Framework?

"Most definitely. Customer Service Excellence helps organisations bring professional high-level customer service concepts into common practice and builds a picture of your organisation and how customer-focused it truly is."