Customer Service Excellence
Since 1998 West Yorkshire Fire and Rescue Service has consistently attained Charter Mark status.
A new customer service standard has now been developed: Customer Service Excellence, looking at how we meet the needs of our customers.
West Yorkshire was assessed against this standard in August 2009 and was again successful, gaining particular recognition for:
- our understanding of the characteristics of our current and potential customer groups based on recent and reliable information
- the way we protect customers' privacy both in face-to-face discussions and in the transfer and storage of customer information
- our arrangements with other providers and partners to offer and supply co-ordinated services, and these arrangements have demonstrable benefits for our customers
- the way we interact within wider communities and we can demonstrate the ways in which we support those communities.
The auditor commented that we had 'enthusiastic, well-motivated and dedicated members of staff' and went 'the extra mile' for customers.
Equality and Diversity
Fire & Rescue Service (FRS) Equality Framework is a performance management tool used to drive year-on-year improvements on equality and diversity across the whole organisation. It focuses on 5 areas:
- leadership and promoting inclusion;
- accountability;
- effective service delivery and community engagement;
- employment and training;
- evaluation and sharing good practice.
In November 2010 we became the first Fire and Rescue Service to be formally commended for demonstrating that our equality and diversity work in service delivery and employment practices is at the 'Excellent' Level.
We have consistently improved our ranking in the Stonewall Workplace Equality Index, achieving 25th place in 2010. This is a national benchmarking survey that showcases Britain's top 100 employers of Lesbian, Gay, Bisexual staff. Our achievement makes us the highest ranking Fire and Rescue Service in the country.
Investors in People
West Yorkshire Fire and Rescue Authority has been awarded a long service award for a decade dedicated to investing in its people.
The organisation is very aware that its staff is its most valuable asset and takes great efforts to ensure they get all the training, development and support they need to be able to provide a first class service. The Investors in People long service award recognises this.
"This is a fantastic achievement for West Yorkshire Fire and Rescue Authority and I would like to congratulate the organisation and its people on their commitment to continuous improvement over the last ten years," said Carole Reid, Chief Executive of the Investors in People Centre for Yorkshire and Humber.
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