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Chapter Four: Achieving Our Key Themes

This chapter deals with our performance against internal targets and objectives contained within our Corporate Plan 2002- 2005 (a copy of which can be found here). It also contains information on other activities. We focus our core efforts around a simple framework of 4 themes. They are - Delivering Ever Better Service, Using Technology, Working with Others and Engaging the Team.

Delivering Ever Better Service

The Scottish Court Service focuses on the service that we provide for our customers. This does not only mean the professional users of our services but the wider very diverse population that interact with the Court Service whether it be in person - by attending a courthouse, by telephone or more increasingly these days by electronic means. In pursuing the targets and objectives set, we constantly seek to improve the quality and the effectiveness of the services we provide.

Annual Court User Satisfaction Survey

The first national court users satisfaction survey was piloted earlier in 2003. The survey included all non-professional court users and covered all courts. The report findings indicated that 68% of those surveyed were very or fairly satisfied with service we provided while 15% were dissatisfied with the service. A satisfaction rating of over 80% was achieved for staff friendliness, helpfulness and politeness.

The survey provided a valuable insight into court user expectation. A plan will be put in place to take forward the actions required by the final findings of the pilot and will incorporate the lessons learned from the pilot. A survey will be carried out in the coming year to gauge the success of the actions implemented.

Staff Survey

In December 2002 the Agency, in partnership with consultants and our Trade Union side, undertook an on-line staff survey. The majority of 57% of staff responded to a variety of questions, most using the on-line questionnaire, concerning the internal workings of the organisation.

As a result of the survey the Management Board put in place a ten-point action plan to respond to the comments made by staff. The Agency welcomed the contribution made by staff at all levels and will use the information gained from the survey to help improve our internal systems and service delivery within the Scottish Court Service.