Kent County Council (KCC) has been awarded four stars under the Service Desk Institute (SDI) certification programme, and is the first in the public sector to achieve it with six months.
The 58-strong service desk team supports several thousand users in Kent, and is rated by the SDI as ‘excellent’ in areas including leadership, policy, strategy, social responsibility and customer satisfaction. The SDI auditor also noted that management delivered a value for money service, understanding the needs of customers, and supported staff to meet these goals.
“Our main objective has been to get closer to customers – to understand their specific needs, and how we can support them better. We’ve made great progress, feedback from our customers has been very positive, and achieving four star accreditation at the first attempt has confirmed that we’re providing a quality service for KCC,” commented KCC service desk manager Paula Davies.
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