On the 29th July 2009 at 10.00 a.m. in the Mansion House, Dawson Street, the Lord Mayor of Dublin Cllr. Emer Costello will accept a 'Q-Mark Award' for Quality Service on behalf of Dublin City Council's Customer Services Centre. The prestigious Q-Mark Award will be presented by Irene Collins of the Excellence Ireland Quality Association (EIQA).

The 48 strong Customer Service Team are being recognised for the quality of the service they provide. Annually they handle over 477,000 calls; 45,000 service requests; 18,000 credit card transactions and 60,000 cash office transactions via the Call Centre and One Stop Shop based in the Civic Offices.   

At the Award ceremony the Lord Mayor Cllr. Emer Costello said, "I would like to congratulate all the members of the Customer Care Team on winning this Award in recognition of the excellent service they provide on a daily basis to Dublin City Council's many customers.  They must respond confidently, knowledgably, and efficiently to the variety of complex and sometimes contentious issues that arise throughout the City.  They are the public face of the City Council and the image that they portray reflects on the organisation as a whole.  It is due to their hard work and commitment that the Customer Services Centre has received its first Q-Mark Award after rigorous assessment by the independent assessors of the EIQA.  I am delighted to accept this Award on their behalf."

The City Manager, John Tierney, said "The Q-Mark Award is much sought after in business and I want to congratulate all the Customer Services Centre staff whose hard work and dedication has achieved this prestigious Award.  Dublin City Council is proud of its award winning front-line staff".

ENDS 

Notes To the Editor

EIQA has been the Irish National Quality Association since 1969 and it currently assesses thousands of organisations on an annual basis.  It has a team of over 40 highly qualified Assessors who have extensive experience across a broad range of sectors. (See www.eiqa.com  for further information.)

Dublin City Council's assessment was based on a summary of activities and/or processes that are in place under each of the five criteria listed below: 

• Leadership and Commitment
• Employee Engagement
• Business Systems and Processes
• Customer Experience
• Results