Dudley Metropolitan Borough Council Dudley Governors Support

Customer Service Standards

All member of the Governor Support team are committed to the provision of high quality value for money services provided by polite and helpful staff. In aiming to achieve this we have set the following standards:

At all times

  • We will deal with you in a polite and helpful way
  • We will treat you fairly and take account of your particular needs
  • We will deliver our clerking and training services in a professional manner and in accordance with the standards in our service level agreements
  • We will continuously monitor our service delivery and publish outcomes in the Dudley Governor and on our website
  • We will ensure that our services are regularly benchmarked and evaluated to provide best value
  • We will constantly look for ways in which our services can be improved
  • We will listen to you and take account of your views
  • We will provide you with as much information as possible to assist in carrying out the role of governor
  • We will respect your right to confidentiality

When you want to contact us

You can:

  • Call in person at the address given below
  • Telephone 01384 814295
  • Fax 01384 814216
  • Write to Governance Team, Westox House, 1 Trinity Road, Dudley, DY1 1JQ
  • Email us
  • Our office is open between the hours of 9.00am and 5.00pm.

When you telephone

  • We will answer within five rings or have an answer machine available to record your message
  • If we cannot deal with your enquiry immediately we will endeavour to call you back with a response within 24 hours
  • If we cannot deal with your enquiry in person we will give you the name of the person it will be referred to.

Clerking

What performance standards are set for the service:

  • Maintenance of current customer base of over 90% of schools
  • Minutes of meetings actioned by LEA within 28 days
  • Governors receive calling papers and supporting documentation at least 7 days prior to the meeting in line with statutory requirements
  • Governing body meetings clerked effectively and efficiently to over 90% customer satisfaction
  • Draft minutes of meetings to Chair within 10 working days of each meeting

Training

What performance standards are set for the service:

  • Courses deliver what is advertised
  • Quality of provision to meet 85% satisfaction
  • Efficient booking and reservation system
  • Termly training information despatched to each governor at their designated address

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