Service levels need to be continually increased to meet customer expectation / stay competitive within the market place. There is progressively more demand for improving the customer experience, providing value for money and high availability services and at the same time increasingly less tolerance of poor service. This award is for the organisation that has, in the opinion of the judges, best identified the need for a significant service improvement and then realised the improvement in a timely and effective manner, thereby considerably increasing customer satisfaction / business gain.  

Award Criteria

The judges will be looking for:

• The submission which has given the most significant advantage balanced against the complexity, speed and challenges of the service improvement. Both internally and externally focused service improvement programmes are applicable.

Project Detail Required

Background information

1. Business turnover or Public sector annual budget
2. Number of employees
3. Annual IT spend
4. Project elapsed time, Man days effort, and Project Management days effort

Award Information

1. Describe the vision and objectives for the project.
2. Describe and provide evidence of the tangible benefits and value delivered (See rule 2).
3. Describe the intangible (soft) benefits and value delivered.
4. Describe the business perception of the service that existed before the project.
5. Describe the timescales and any key constraints within which the programme had to be delivered.
6. Describe any innovative practices, techniques or systems that contributed to the success of the programme and key lessons learned.
7. Describe the key contributions of individuals and teams involved in the programme.
8. Describe the use of process and procedure in delivering the service improvement, particularly any new and innovative approaches that were developed and/or followed.
9. Describe how levels of customer satisfaction were measured and the development of specific standards against which service performance was measured.
10. Describe the degree to which client satisfaction has been improved, and the business perception of the service that existed after the project.
11. Why should this project win this award?