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Customer 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.
SCTS has successfully achieved Customer Service Excellence (CSE) re-accreditation in 2022. The accreditation was suspended in 2021 as there had been no assessment since 2019
Customer 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.
In summarising their visit the CSE assessors stated “Hardworking and knowledgeable staff are 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 service. There is a strong focus on customer care. The staff have responded admirably to the impact of the Covid pandemic” and that “staff are working hard to address backlogs”.
“A significant strength of the service is the unusually strong and in-depth understanding of customers and the groups to which they belong, enabling design and provision of services that meet the needs of the full range of individuals and customer groups”.
“The Service is to be congratulated this year for maintaining thirteen Compliance Plus elements from last year, and gaining one additional Compliance Plus element (3.4.1) for strong partnership working, bringing the total to a creditable fourteen Compliance Pluses.”
SCTS Chief Executive, Eric McQueen said: “These results reflect our passion to deliver consistently high standards to everyone who needs our services. Given the significant changes SCTS has faced since the last assessment in 2019, this is a fantastic well deserved recognition from external assessors.”
During November 2022, the CSE assessors visited the Sheriff and Justice of the Peace Courts in Lanark, Glasgow, Hamilton, Aberdeen, Dundee, Perth, Paisley and Edinburgh; Supreme Courts at Saltmarket; the Office of the Public Guardian; Hamilton Tribunals and the Human Resources Unit in Headquarters. Additional self-assessments were carried out in Kirkwall, Stornoway, Oban, Stranraer and Alloa Sheriff and Justice of the Peace Courts and the Scottish Land Court.
Customer 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.
The full 2022 CSE report can be found here.
For further information please contact sctscse@scotcourts.gov.uk
