Customer Service Excellence

Jan 10, 2020

The SCTS has once again been accredited to the Customer Service Excellence (CSE) Standard.

CSELOGOCustomer Service Excellence helps the SCTS provide services that are excellent, equitable and empowering; acting as a practical tool for driving customer-focused changes to improve service delivery. Re-accreditation demonstrates our continuous commitment to providing quality services and follows on from great satisfaction rates published recently following the 2019 Court User Satisfaction Survey.

In summarising their review the CSE Assessors said “The review demonstrated once again that the significant strengths of the SCTS have been maintained and strengthened. Hardworking and knowledgeable staff continue to be a particular strength of the organisation, demonstrating commitment and genuinely caring attitudes that are greatly appreciated by the many different customer groups and various agencies that have links to the services. There is a strong focus on customer care and consultation is clearly central to service improvement.

"The Service is to be congratulated this year for maintaining thirteen Compliance Plus elements from last year, and gaining one additional Compliance Plus element, bringing the total to a creditable fourteen Compliance Pluses.

"In addition, the number of Partially Compliant elements has been reduced from two to one, as the assessors were satisfied with the arrangements for recording informal complaints."

Chief Executive Eric McQueen said: “These results sit alongside the great feedback from the court user satisfaction survey, reflecting our passion to deliver consistently high standards for everyone who needs our services. This is a fantastic and well deserved recognition from external assessors, what a great start to 2020.“

During September 2019, the CSE assessors visited the Sheriff and Justice of the Peace Courts in Airdrie, Dumbarton, Dunfermline, Elgin, Glasgow, Greenock, Inverness, Kirkcaldy and Livingston; Parliament House in Edinburgh; Finance & Procurement Unit and the Chief Executive’s Office in SCTS Headquarters; and Tribunals Operations Edinburgh.

Read the full CSE report

Read more about Customer Service Excellence 

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