2016 AWARDS PROGRAM
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THE ASEA PROCESS – NOMINATIONS AND JUDGING<br />
Organisations and individuals must nominate via the CSIA website. All<br />
nominations must be suppoed with a fully completed nomination form<br />
— you can download the relevant form (individual or organisation) from<br />
our website. For forms, and more information please visit csia.com.au.<br />
JUDGING CRITERIA<br />
The judging criteria are largely based on the International Customer<br />
Service Standard (ICSS:2015-2020), a framework of 27 specific measures<br />
that can be applied equally to government, not-for-profit and for-profit<br />
organisations of all sizes and across industry sectors. Using a balanced<br />
scorecard approach, these 27 measures can be grouped into four distinct<br />
perspectives:<br />
• A service perspective… how do you deliver a high quality of customer<br />
service in your organisation?<br />
• An operational perspective… how do you ensure consistency in the<br />
delivery of customer service?<br />
• A learning and growth perspective… how do you create a culture of<br />
customer service…what do you put into it?<br />
• A financial and governance perspective… how does customer service<br />
deliver to the peormance of the individual or organisation overall… what<br />
do you get out of it?<br />
As pa of your nomination submission, we want you to talk to these four<br />
perspectives, providing an overview of the individual, team, project, or<br />
organisation, and explaining their peormance in the last year in relation<br />
to the perspectives. For a copy of the ICSS, contact us at info@cisa.com.au.<br />
For more information about the Australian Service Excellence Awards program, contact us at<br />
awards@csia.com.au or call us on 1300 912 700
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