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Consultation and InvolvementAs a public service, we recognise that listening to the needs of our customers through a process of consultation is an essential part of our work. We continue to regularly consult and involve our customers through questionnaires, surveys and meetings to obtain the best spread of views across the full range of our customer base. We plan to conduct at least three customer satisfaction surveys of our users each year, which forms an important part of the consultation process. We seek the views of our customers at every point of contact to assess user satisfaction and to find ways of making improvements to the services that we provide. We have increased the variety and scope of our satisfaction surveys to seek the views of all users of our Service. The surveys that we conduct are wide and varied. Customer satisfaction surveys conducted last year include:
This year we have been posting out survey forms each month, aimed at traders whose premises have been inspected by the Service, to establish how they felt about the process and to welcome any suggestions on how this process may be improved. A postal survey aimed at customers who have not used our services before was used for two successive years, and is likely to be repeated next year. It is a useful survey to conduct, and gives an amazing insight into the community that we serve. In 2003/4 another new survey was attempted, a 'clipboard' survey aimed at establishing accessibility issues and awareness levels. This is likely to be adapted into a survey that we use at our monthly exhibitions. It told us that half of the community we serve would not know where to turn for consumer help/advice. A shocking number of people have never even heard of Trading Standards, and this is despite the extensive, continual publicity that we carry out. Consumers who responded to our surveys consistently stated that they would like us to provide a more comprehensive civil advice service. Although we provided basic advice on civil law matters, budgetary constraints prevented us from expanding this service. More often than not we were only able to signpost customers to other advice sources, or give them the means to help themselves. In direct response to these survey findings and customer complaints/concerns about the lack of a comprehensive civil advice service, a report was presented to the consortium committee in November 2001 requesting additional funds to enable us to provide this service to our customers. Based on the case that we presented, we were fortunate enough to receive additional funding to provide a consumer assistance service for civil law disputes. The funding is limited, so we need to operate a filtering mechanism to prioritise take up of cases from the overwhelming demand that exists, but we are now helping approximately 250 people per year, that would otherwise have been left to their own devices, with civil law disputes. The work that we are now undertaking includes assessment of the client's legal position, direct intervention, negotiating on behalf of the consumer with the supplier, assisting with writing letters, preparing court papers, identifying experts and gathering evidence, mediation, explanation of the law, and ultimately attendance at court. Through consultation with our users we have established that they want us to be more accessible. We have continued, therefore, to hold displays and exhibitions at least once a month in both Brent and Harrow to promote the work of the Service. The displays also provide a "walk in" surgery on trading standards matters for our users. We have also increased our opening hours from 4.00pm on Friday to 5.00pm as a result of previous customer comments to increase our accessibility. Staff are consulted regularly by means of quarterly staff meeting (which all staff have to attend) and annual staff surveys. The staff meetings are used to update staff on issues which may affect them. Training is provided on new/amended legislation and the Director of the Service is on hand to discuss issues which may affect staff and service provision. The staff survey is used as a means for managers to identify improvement areas. Further, and as an integral part of our quality system, we have a "staff book" where staff can enter ideas or highlight any issues that may be of concern.
Performance StandardsThe planning process for the Service comes to fruition in our Service Operational Plan which outlines how the Service will tackle the current workload, new opportunities and the demands on the Service as they materialise. The plan is based on the European Foundation for Quality Management (EFQM) Excellence Model, which requires an organisation to assess every component part of its operations and identify areas of strength and areas for improvement under nine criterion. Initial assessment of the Service under the EFQM Excellence Model is conducted by the EFQM Working Group, which comprises members of staff from different levels within the Service. The Management Team, following consultation with staff and the Middle Management team at team meetings, initially agrees the draft Service Plan. The draft plan is presented to the corporate management team of Environment & Culture for scrutiny and approval and is then adjusted during the budget making process following Members input at the Consortium Committee. Once this is completed, the Service Plan is reviewed by internal Council Auditors, to ensure that budget and service delivery predictions are compatible before submission for approval by the main Service Committees. Final ratification is then received by the Consortium Committee (which comprises Councillors from each borough). The plan is presented and distributed to every member of staff. The Service Operational Plan is continually reviewed and our system allows for adjustment to the work programme when required. The main work programme is monitored regularly throughout the year at Management Meetings. The aims and objectives of the Service, service standards, enforcement policy and key performance measures are all clearly set out in our Customer Charter. This is distributed to every customer access point throughout the consortium and is available for distribution at our mobile display unit. The customer charter is updated annually to reflect any alteration in service priorities. Our standards are set by measuring previous performance with challenging, yet realistic targets. Performance standards set for this Service include:
Overall performance is monitored monthly through computer data and individual performance statistics. Performance against set standards is monitored on a monthly basis through monthly staff assessments and twice-yearly appraisals, where both team and individual target figures are reviewed. A monthly report on performance is produced for review by the Director of Environment & Culture. Performance information is displayed at our reception area for customer viewing, in conjunction with the annual report, which details our performance for the previous year. Our performance is also discussed at the Consortium Committee. Our performance figures are displayed in reception and on our website www.tradingstandards.gov.uk/brent&harrow. An ongoing survey is conducted at the mobile display unit to ascertain whether the information published is useful and welcomes any suggestions on improvements in the way in which the information is presented. Similar questions appear on our survey forms to ensure that the information is displayed where customers would like to view it. We maintained our Investor in People status since 1996, Notified Body Status for verification of weighing machines since 1994 and Petrol & Diesel Pumps (new MID Regulation since October 2006) and have held ISO14001 status (Environmental Management Systems) jointly as part of our Directorate since 2001. We comply with the Community Legal Services quality standards and achieved their Quality Mark for General Help with Casework Level. We have also recently achieved our fourth successive Chartermark. In 2005 we achieved 'recognised for excellence' status from the British Quality Foundation.
Information and OpennessWe endeavour to be open and transparent, communicate clearly and effectively to all sectors of the community and to provide information in plain discernible language. To assist us in achieving this, we have continued to hold exhibitions and talks to our customers to inform them of the services that we provide. The talks incorporate a training video, which is available in subtitled form. Delegates attending a talk are surveyed to ensure that the presentation met with their requirements. We continue to utilise our mobile display unit, which was funded by savings from our previous annual budgets. Displays using the unit are held throughout the consortium area on a monthly basis. It is a focal point where our customers can meet face to face with officers from the Service to receive advice and information or to register an enquiry. The unit houses an exhibition informing customers of what we do together with a large stock of advisory leaflets and a display comparing our performance figures against set targets. Promotional material is distributed which incorporates information on how to contact us. Exhibitions held during most years include Brent and Harrow Magistrates Courts and both the Brent and Harrow Shows. Customers who visit an exhibition are surveyed to ensure that it met with their requirements and we encourage any ideas on improvements to the displays. Requests can be made for any additional advisory literature which will be provided. We have continued to extend the number of in-house advisory leaflets produced, which are tailored to meet the needs of our customers. Currently 18 leaflets aimed at consumers and 23 leaflets aimed at traders are produced in-house. All our advisory leaflets are available, upon request, in ethnic languages. The information contained within the advisory leaflets is continually reviewed to ensure it is current and factually correct. Information on how to invoke our translation facility is now printed on the reverse of our headed paper in 10 ethnic languages. The Service has dedicated direct telephone lines and an e-mail address. Every member of staff has a direct dial telephone number and personal e-mail address, which appears on all correspondence sent to our customers. We have developed this comprehensive web site, which is updated regularly by a staff member. This displays a wealth of information on service provision along with downloadable advisory leaflets and explosive licence application forms. It also displays information on recent prosecutions undertaken by the Service and warning notices on recalls concerning unsafe goods. The results of customer satisfaction surveys are also displayed on our web site. The site has links to other useful sites also. Our website is widely publicised. Our consumer action pack is also available on audio tape for customers with visual disability. We have also produced articles for various ethnic publications to ensure that all sectors of the community are provided with information on the services which we provide. The consortium has signed up to the Enforcement Concordat. As a part of this process we have introduced an Inspection Summary Form which is issued to traders who have been inspected by the Service. On the reverse of the form appears a summary of the main pieces of legislation that the recipient will have to comply with. Requests for any additional advisory leaflets can also be made via this form. Our performance figures are displayed at our reception area, where copies of our annual report, Customer Charter, numerous advisory leaflets and information on service provision are available. Officers from our Service continue to appear regularly on TV, radio and in the press. This is used as a means to provide information on our Service and to inform our customers about subjects of local and national interest. TV and radio appearances have included:- BBCTV "Simply Money", "Crime Watch Daily", "Working Lunch", "Radio 5 Live" and "News Direct". We continue to produce regular articles for the press, which incorporate information on prosecutions undertaken by our Service and information on current issues affecting our customers. The scale of publicity work conducted during the course of an average year are as follows:
The Service is also linked to the Council's One Stop Shop facility. This is a central point where our customers can obtain information and receive access to our services.
Courtesy, Helpfulness, & Treating our Customers FairlyTreating our customers fairly and respecting their individual rights is at the forefront of our customer care policy. Our aim is to provide the highest quality of service in support of the Council's commitment to serve the community. Our mission statement is contained in our Service Operational Plan, the Annual Report and is displayed in our reception area. These commitments are also published in our Customer Charter, which is available in our reception area, One Stop Shops, town hall receptions and local libraries. Since our last application we have reorganised the Service by creating the Development and Support Team. The team's main function is to develop the Service through a number of Service improvement initiatives such as the EFQM Excellence Model, and Investor in People etc. Front line Customer Services Officers are also based within this team. Further responsibilities for the team are to promote and implement any changes or improvements to our service delivery. New initiatives are debated within the team and the team takes a lead role in promoting better services for our users, e.g. through identifying further customer care and telephone skills training for all staff. Customer care now forms an integral part of our quality system and we have developed a "working practice" document which details how initial requests for action will be recorded and responded to. This document also includes the agreed protocol for dealing with requests for action which may cause a conflict of interest (such as a consumer dispute where both the trader and consumer require advice), as well as confidentiality issues. We have target times for responses to requests for action, which is monitored on a daily basis. This ensures that we respond quickly to our customer's requests for help and assistance. Our users needs have been assessed, which has resulted in an increase in opening times from 4.00pm on Friday to 5.00pm. To ensure that customers are treated with respect and courtesy, all new members of staff undergo a comprehensive induction programme which includes training on customer care, consumer complaints and enquiries handling, telephone manner, face to face communication and how to deal with complaints about the Service. Developing and training staff is recognised as the key to our success and in 1996 we achieved Investor in People status, which was re-awarded in 1999. All staff are obliged to attend a monthly training session where customer care issues are discussed. Customer care is a "Key Result Area" for all staff and they are appraised on it twice a year. In addition monthly team meetings take place where issues relating to customer care are debated. Feedback on courtesy and helpfulness is obtained through regular programmed surveys of our users. Further devolution has allowed staff to become more courteous and helpful by empowering them to make decisions without having to consult senior officers. The Service regularly receives thank you letters from our users. All front line reception staff, when attending to customers, wear name badges. There are two reception staff available at all times who are supported by a duty officer and a 24 hour voicemail service. We have analysed the need for further telephone coverage outside normal office hours, but activity reports do not suggest that additional resources are required during these times. The Service has a corporate greeting policy and officers always give their name on request. Officers conducting talks and exhibitions wear name badges. When responding to written enquiries or complaints all correspondence identifies the investigating officer and gives their direct dial telephone number and e-mail address. Our Duty Officer scheme ensures that detailed advice and information is always available during office hours. An interview room, located near the reception area, allows privacy for our users during consultations. Our accommodation has disabled access, car parking and cloakroom facilities. Our ongoing surveys indicate that our customers are satisfied with our Service and find us courteous and helpful. To address the needs of all sectors of our community we have produced an "in-house" translation leaflet which explains in ten languages how to obtain more information from our Service. This information also appears on the reverse of our headed paper, so all customers who receive correspondence from the Service are informed of how to invoke this process. We have also developed a translation facility for legal documents used by the Service. When legal documents are sent out, a form written in various languages is sent with them. For complex issues we have enlisted the use of the Council's Translation Unit, who can translate leaflets on request. Our Consumer Action Pack is also available on audio tape for the visually impaired and we have introduced a minicom telephone system for customers with hearing disabilities, a video conferencing facility and an induction loop for hearing aid users at our offices. Press releases are sent as a matter of routine to the talking newspapers for the blind services in Brent & Harrow.
Innovation & Improvements in Service QualityWe constantly seek ways to improve the services and facilities offered to our customers. Improvement is part of a long-term plan for the Service, which emanates from our Service Operational Plan. The Plan is structured around the European Foundation for Quality Management (EFQM) Excellence Model. We have adopted the Model as a means to ensure continuous improvement in our Service delivery year on year. The Model requires an organisation to assess every component part of its operations and identify areas of strength and areas for improvement under nine criterion. An action plan has then been developed to address the areas for improvement which have been identified, thereby ensuring continuous improvement in service provision. We have received praise from the Director of Environment & Culture for the novel way (in Brent) in which we are using the EFQM Excellence Model as a framework for continuous improvement, which was introduced across the whole Directorate. The following external awards have been awarded:
Regular surveys of our users demonstrates that they are very satisfied with our performance in all aspects of our work. Since our last application, a number of changes have been made to our "IT" systems which has resulted in improvements to the services that we provide to our users. All officers have their own computers from which they can access legal reference books and our quality assurance procedures. This allows us to be more efficient as valuable officer time and resources are not wasted on updating hard copies of legal books or our quality manual. All officers now have access to Lotus Notes, which provides individual e-mail access and allows appointments/meetings etc. to be booked thus eliminating the need for individual team diaries to be updated. Staff have access to lap top computers, which allows them to work at home on occasion and go straight to appointments or straight home after an appointment, which again improves efficiency in eliminating time wasted travelling to and from the office when not required. Senior management representatives have secure remote access to our Office computer systems which can be used to access e-mail, documents or schedule in appointments etc. when at home or anyware with an internet connection. See our awards page also.
Current InitiativesWe have achieved ISO 14001 (Environmental Management Systems) status by creating and implementing new procedures and management programmes that specifically relate to environmental issues. These procedures and management programmes detail how we can reduce any adverse impact that we have on the environment. Work is constantly progressing to improve our impact on the environment in innovative ways inder these management programs. As part of this process we now recycle, wherever possible, seized goods such as clothing following conclusion of a prosecution. We also undertake a lot of work around emissions of new cars sold by dealers, and energy efficiency labelling on household electronics 'white goods'. We have improved our procedures and joined the Community Legal Service Partnership in both boroughs. We have successfully achieved the Community Legal Service Quality Mark as external validation of our excellent procedures for giving consistently high quality legal advice. Since achieving the first award we have upgraded it twice, and now hold 'general help with casework' level. We have recently bid for money from the DTI to run CSN projects to ensure vulnerable, elderly householders are not victim to predatory doorstep salesmen and to raise awareness of our services amongst the Asian community of Harrow.
SurveysTraders who received an inspection visitAn ongoing survey is being conducted on traders who had received an inspection visit from an officer of the Service. Each month 20 Brent businesses and 20 Harrow businesses are sent a survey form. The businesses targetted to receive a survey form are those that are of particular relevance to Trading Standards (High/Medium Risk), and have received a visit in the previous month. The forms being returned show, reassuringly, that businesses like to have Trading Standards Officers visiting shops to advise on compliance with trading laws, and ensuring a level playing field is maintained. Survey of Local Traders 1 April 2007 to 31 March 2008 (Acrobat .pdf file size 139kb) For full survey results please contact us Telephone SurveyDuring 2006 we repeated a telephone survey to establish how users' initial contact with this Service was handled.
It will be limited to a sample of users that had contacted us by telephone that working day. Generic Customer SurveyThis survey is conducted annually, and results compared against previous years' results. The documents below will open in a new window of the browser that you are using, they are in Adobe Acrobat format .pdf (which requires the Adobe Acrobat reader) Customer Survey Summary (4 x bar charts) - April 2007 to March 2008 (file size 66kb) For full survey results please contact us
London Boroughs of Brent and Harrow, Trading Standards Service, |
