Service Excellence
Awards
The Service Excellence project was designed to build and
sustain a culture of customer service within our board. It will help us create
the conditions required for a 90% graduation rate by providing “100% Satisfaction with the Educational
Journey.” The board is modelling its approach to customer
service after other private and public agencies that set the standard for
customer service. In doing so, we will continue to be seen as the caring board
that is the first choice for parents in our area to educate their
children.
Our Customers: Students, Parents, Community
Partners
All board employees
provide services to our customers. In most cases a staff role will directly
impact a student’s learning, and in other roles it is the indirect support that
ensures operations get out of the way of a student’s learning. Service
Excellence is a reminder for staff to “dig deeper” and also demonstrates our
commitment as a board to ensure students and their families are well-cared-for,
and that students are able to accomplish their educational goals and come away
with lifelong skills.
At the outset of this journey we asked our students, parents and
our staff to tell us stories about exceptional service experiences they had,
either in the school board setting or through a different organization. The
responses to that and related questions quickly formed common themes that are
now embodied in the Six Qualities of Service Excellence.
How do I recognize staff or a team of staff from the
UCDSB for the excellent service they provide?
1. Directly - an internal
survey of UCDSB staff indicated that most people prefer to receive a personal
handwritten note or an email, describing what they did and the impact it had.
Contact service-excellence@ucdsb.on.ca for a
choice of recognition cards to use (colour or
self-printed).
2. Nominate them for
consideration for the Annual Service Excellence
Awards.
The deadline for submitting
a name of a UCDSB staff member or team of staff is Monday, April 1,
2019.
Nominations are always open. See the "downloads" are for more information on the criteria.
The link to submit a nomination is also provided in "useful links."
3. Contact us with your stories of service
from UCDSB, or feedback you would like to share with us: service-excellence@ucdsb.on.ca.
Improving Our Service: Online
Course Developed
Another recommendation was to provide an on-learning experience on the topic of
customer service in UCDSB language. On January 23, 2014, the UCDSB Service
Excellence Learning Experience was made available to all UCDSB staff. It is the
expectation that every employee (4,000+) in the Upper Canada District School
Board will complete it. Following this training, board employees will all speak
the same consistent “service” language and recognize the value of service
excellence and how it impacts customers. We will have initiated a baseline
standard to which all staff will adhere.