1. Joan Hynes Customer Services Group Northern Ireland Court Service

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

3. Background information

4. 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

5. 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

6. Business Modernisation & Customer Service Strategy 2008-2011 Supports Corporate Plan objectives Improves access to services Delivers efficient customer focussed services Innovates existing ICT services

7. 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

8. History – Charter Mark

9. Difficulties

12. Transition to Customer Service Excellence

13. 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

14. CriteriaElementsMax no of partials Document review Jan 2008 111211 partials 1 non comp 211210 partials 31228 partials 413310 partials 1 non comp 51028 partials 1 non comp Outcome of document review Jan 08

15. Feedback - Non Compliance 1.3.5 Gather evidence to show what changes have been made as result of the customer experience [journey mapping] 4.2.3 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

16. 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

17. Feedback - Non Compliance 4.2.3 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

18. Path to CSE award CriteriaElementsMax no of partials Jan 2008June 2008 111211 partials 1 non comp 3 partials 211210 partialsNone 31228 partialsNone 413310 partials 1 non comp 4 partials 51028 partials 1 non comp 5 partials

19. Path to CSE CriteriaElementsMax no of partials Jan 2008Sept 2008March 2009 111211 partials 1 non comp 3 partials1 partial 211210 partialsNone 31228 partialsNone 413310 partials 1 non comp 4 partials1 partial 51028 partials 1 non comp 5 partialsNone

20. Feedback - Partial Compliances 1.1.3 – some services provided for ethnic minorities, consultation with groups has not taken place 4.1.2 – not evident that we tell ethnic minorities how we perform against standards

21. 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

22. joanhynes@courtsni.gov.uk Laganside House Oxford Street Belfast 9072 8800