Staff working in the council’s Leisure Centres; Sport, Play and Arts team; and the Countryside Access Team have been awarded the Customer Service Excellence Award, meeting national standards of customer service against five criteria, including:
Culture of the Organisation
Information and Access
Timeliness and Quality of Service.
The assessment took place in late April, with visits to East Riding Leisure Beverley, East Riding Leisure Hornsea, East Riding Leisure Bridlington, and South Landing Nature Reserve in Flamborough, where staff and Customer Forum members were interviewed.
The assessor commented that Leisure Facilities, Countryside, and Sport, Play and Arts continue to provide excellent service and are recognised nationally as an example of best practice, confirmed by the range of quality standards and leisure industry awards that they have won in recent years.
Councillor Richard Burton, portfolio holder for leisure, culture and tourism, commented : “With its innovative approach to the use of technology, the service is a leader in leisure and associated services, improving efficiency and access, and catering for an increasingly diverse customer base. It has expanded services with a widening range of activities and facilities, whilst operating on a reducing budget. It benefits from enthusiastic, well-motivated and dedicated members of staff willing to embrace change for the benefit of customers. Well done to all!”
Within the countryside access team, five market towns have now achieved the “Walkers are Welcome” national accreditation, and the countryside team has completed work to create the Yorkshire Wolds Way, the first of the 15 National Trails to be ‘stile free’. The Local Access Forum provides advice to the team to help them improve service delivery and performance.
Ian Rayner, interim head of culture and customer services, added : “Overall the assessment was an excellent experience. Experience and feedback from the assessment will assist the services in meeting customers’ rising aspirations and the future challenges of delivering an excellent service.”