Joan Hynes Customer Services Group Northern Ireland Court Service

Structure of presentation Background NICtS and Charter Mark How we moved to CSE Views on CSE Questions?

Background information

Organisational Aim Serving the community through the administration of justice Strategic Aims: Delivering responsive customer services Improving access to justice Promoting confidence in the justice system Supporting an independent judiciary

Court Operations ‘To deliver quality services which meet the needs of our Customers’ Administrative support for the Courts and Judiciary –Royal Courts of Justice [CoA, High Court and Crown] –County Courts –Magistrates’ Courts –Coroners Courts –Enforcement of Judgments Across 21 Courthouses

Business Modernisation & Customer Service Strategy Supports Corporate Plan objectives Improves access to services Delivers efficient customer focussed services Innovates existing ICT services

Structure of Customer Service Customer Service Board (Strategic) Service Improvement Team (Tactical) Local Service Improvement Teams (includes Customer Service Officers) (Operational) Court User Groups Information flows both ways

History – Charter Mark

Difficulties

Transition to Customer Service Excellence

Preparing for CSE Understand criteria 35% matched directly to Charter Mark 30% partly matched to Charter Mark 35% have little or no matching Gap analysis Action plan

CriteriaElementsMax no of partials Document review Jan partials 1 non comp partials partials partials 1 non comp partials 1 non comp Outcome of document review Jan 08

Feedback - Non Compliance Gather evidence to show what changes have been made as result of the customer experience [journey mapping] Demonstrate that you benchmark performance against similar or complimentary organisations and have used that information to improve service 5.33 Seek evidence on benchmarking performance in relation to timeliness and quality of service with a similar organisation

Level of satisfaction SummonsIn court – before the trialIn court – during the trial Overall experience Customer journey – Jurors - 2 Arrival at court Neutral Positive Negative In-court information Had enough / plenty of time to get things sorted I knew nothing Found the waiting room with ease All needs met Felt ok – information gathered as you go along Too long to wait / boring Very interesting / a whole new experience Nervous about the unknown Helpful Informative Staff were helpful Felt more enlightened / relaxed / clear as to what was involved Staff were very helpful and professional Nervous at the thought of being picked Anxious but understood the role I had to adopt Nervous Learned a lot / kept well informed Very clear and well explained Nervous that the right verdict would be reached No problem being selected again Very well looked after Still a bit apprehensive / nervous No privacy in assembly areas to discuss issues with staff Very nervous / dreading it Very nerve wracking Clearer understandi ng of the process and procedures Waiting times were too long

Feedback - Non Compliance Demonstrate that you benchmark performance against similar or complimentary organisations and have used that information to improve service 5.33 Seek evidence on benchmarking performance in relation to timeliness and quality of service with a similar organisation

Path to CSE award CriteriaElementsMax no of partials Jan 2008June partials 1 non comp 3 partials partialsNone partialsNone partials 1 non comp 4 partials partials 1 non comp 5 partials

Path to CSE CriteriaElementsMax no of partials Jan 2008Sept 2008March partials 1 non comp 3 partials1 partial partialsNone partialsNone partials 1 non comp 4 partials1 partial partials 1 non comp 5 partialsNone

Feedback - Partial Compliances – some services provided for ethnic minorities, consultation with groups has not taken place – not evident that we tell ethnic minorities how we perform against standards

Views on Customer Service Excellence Better than Charter Mark! Go electronic Get criteria 1 right Get everyone on board Don’t underestimate Right reasons Don’t give up Continuous improvement

Laganside House Oxford Street Belfast