Echelon is working with a leading Borough Council to ensure its customer service is rated by all stakeholders as consistently excellent.

The Council is currently delivering a good service that is in parts excellent, so Echelon is working closely with the team to ensure that consistent service is delivered across all parts of the organisation and that standards promote excellence.

In order to achieve this, a multi-faceted approach has been designed to engage all staff from any department and role to deliver excellent service consistently

• A core module attended by all staff in which they work in teams with actors to observe and participate in building a model for excellence based on understanding the power of the service chain. Participants work from TableMAPS™ that connect values, standards, behaviour and customer satisfaction

• Work based support with 10 minute challenge cards designed for different departments

• Posters that seek feedback from customers

• Skills workshops for team leaders and selected staff again using actors

• A service index based on the Harvard Service value chain that will enable the Council to understand and manage all the critical factors that support excellence.