The Objective 1 Programme Directorate has made a commitment to provide excellent service to its customers.
In June 2006 Objective 1 demonstrated this commitment by becoming the first organisation in South Yorkshire to achieve Bronze, Silver and Gold in Servicemark’s customer service standards. Servicemark is devoted to improving the quality of customer service in the region and is backed by Yorkshire Forward, the Regional Development Agency for Yorkshire and the Humber.
The Programme Directorate has a series of targets set out in the Service Commitment:
- To answer all calls within three rings and say who we are
- Take effective messages and pass them to relevant member of staff for action as soon as possible if the person you require is unavailable
- Quote direct dial numbers in all correspondence
- Answer all correspondence (emails, letters, faxes) promptly and clearly. An acknowledgement will be sent within three working days and a full answer within ten working days
- Publish and distribute newsletters quarterly
- Publish regular press releases on approved projects
- Ensure all published material is available on our website: http://www.goyh.gov.uk/goyh/eurofund/o1/
- Provide you with a business card that will include contact details and direct dial numbers
- Meet you promptly at all appointments. Where delay is unavoidable we will provide a full explanation and apology
- Summon the appropriate person to deal with your query if you visit us without an appointment or offer you the opportunity to return at a more convenient time
- Measure customer satisfaction by conducting surveys and aim to achieve an overall satisfaction ratio of at least 90% (satisfaction ratio is the % of respondents who state standards of our service as satisfactory, good or excellent)
The most recent customer survey was carried out in September 2005. Click on the links below to see survey results:
