tender_6147 - Provision of Customer Service Excellence Standard

Concepts

• swansea
• internal audit
• customer satisfaction survey
• service satisfaction
• customer insight
• customer service excellence ®
• customer service excellence standard
• customer service excellence
• customer-focused change
• the customer service excellence ® standard

Location

Description

The Government wants services for all that are efficient, effective, excellent, equitable and empowering - with the citizen always and everywhere at the heart of service provision. Customer Service Excellence ® was developed to offer services a practical tool for driving customer-focused change within their organisation. The foundation of this tool is the Customer Service Excellence ® standard which tests in great depth those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer insight, understanding the user's experience and robust measurement of service satisfaction. DVLA would like to retain accreditation and require a licensed Certification body to reassess our organisation.

CPV Codes

• 79212200 - Internal audit services
• 79342311 - Customer satisfaction survey

Other Information

Link to eSourcing Portal https://dft.app.jaggaer.com tender_6147 - Provision of Customer Service Excellence Standard http://itt_2200