The team running High Life Highland’s library service have retained their Customer Service Excellence award, achieving a 100% full compliance with the prestigious award’s criteria.
Talking about the award, Julie Corcoran, HLH’s Head of Libraries said, “The Customer Service Excellence Award has been developed by the Cabinet Office to acknowledge excellence in public services.
“Services, like HLH Libraries have to demonstrate that they understand their customers’ needs; that staff consistently focus on providing good customer service; and that services are of high quality and are easily accessed.”
High Life Highland Libraries has held the award since 2015 and to retain accreditation services must be reassessed on an annual basis against the relevant customer service criteria.
Julie Corcoran went on to explain, “Although High Life Highland libraries had to achieve a minimum of 80% compliance against 57 criteria, I am both delighted and proud that as a team we managed to achieve 100% full compliance. And even more delighted to be informed that we were also recognised as being a “Compliance Plus” sector leading, on 24 of the criteria.”
As part of the evaluation process, an external assessor visited a selection of libraries where they were observed ‘in-action’, further supported by discussions taking place with customers, partners and staff.
All the customers spoken to by the Assessor during the assessment commended the staff and were pleased with the service delivery. Interviewees ranged in age from four-years-old to late nineties. All were very happy to see their library fully re-opened and many customers were full of praise for the way that the service had supported communities throughout COVID-19 restrictions.
Steve Walsh,High Life Highland’s Chief Executive said, “I’m delighted that HLH has been able to retain this prestigious award.
“The results clearly recognises the hard work of our library staff and demonstrates their commitment to keep listening and responding to our customers’ changing needs. The library team should be extremely proud of this achievement. “
