The matrix Excellence Awards
For making the matrix Standard an integral part of delivering a total customer experience, a matrix Excellence Award is presented to Essex County Council, Adult and Community Learning.
Essex County Council - Adult Community Learning Essex
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2009 Winners
Essex County Council - Adult Community Learning Essex
Adult Community Learning Essex were an Excellence Award winner in 2007, and have demonstrated again how they continue to use the matrix Standard.
Use of the matrix Standard has been used to improve the overall customer experience. In September 2008 a Customer Excellence Group was formed and determined that the level of customer service/care should be benchmarked by linking the self assessment report and quality improvement action plans to all the elements of the matrix Standard.
To identify strengths and areas for improvement, the Customer Service Group ensured that better use was made of mystery shopping, ensuring discussion of findings at team meetings, feeding into improvement plans, staff appraisals and revision of promotional activities. This approach has enhanced service-wide communication and led to a greater understanding amongst staff of how quality of service can be improved, for example in clarifying client confidentiality. Other associated benefits reflect measurable increases in enrolments, referrals, more outreach work, and greater partnership working.
It is apparent that the matrix Standard has been the instrument against which the service has examined and continues to develop its quality processes, it is at the heart of the customer service experience.
For making the matrix Standard an integral part of delivering a total customer experience, a matrix Excellence Award is presented to Essex County Council, Adult and Community Learning.