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​Customer Service Excellence in Governance & Planning Services

Following in the footsteps of Information Services, Governance and Planning Services successfully achieved the Customer Service Excellence (CSE) standard in October 2014.


A year later in October 2015, the department joined forces and worked in conjunction with colleagues within Property & Facilities Services and Information Services to successfully achieve a single Customer Service Excellence accreditation for the University Secretary's Group.


Within Governance and Planning Services, the underlying principles of Customer Service Excellence and continuous improvement are embedded in all of the work that we do.  Achievement of the standard provided us with formal recognition  and a badge of quality and was a validation of the customer-focussed work that the team undertakes on a day to day basis.


Achieving the award however, was only the first step in our CSE journey.


At the heart of the standard is the intent to continually improve, develop and enhance areas that have been identified as having the potential for greater progression.


Benefits to our Customers 

  • CSE is a driver for continuous improvement which assists further development of the service, rather than meeting the standard and not progressing any further;
  • It demonstrates our commitment and professionalism in the way we provide our services and puts the customer at the heart of everything we do;
  • It facilitates two way communication, ensuring that we are responding to queries and highlights that we are listening to feedback.


Benefits to Governance and Planning Team Members

  • CSE provides improved understanding of customer issues, by developing customer insight and enabling us to look more closely at ways to improve our service
  • It is a skills development tool which enables the development and enhancement of team spirit and morale;
  • It enables us to explore and acquire new skills in the area of customer focus and so building on the capacity for delivering improved services.


We need your feedback!

We need to know what we do well, what we perhaps don't do so well and any areas which we might improve on.  The feedback you provide will ensure that we are consistently exceeding customers expectations and that we are providing the right service, first time to help all our customers achieve their goals.


Should you wish to provide any feedback on the service we provide, please contact Gillian Ingram in the first instance.