SCTS Customer Service Excellence Accreditation 2023

Jan 24, 2024

SCTS has successfully achieved Customer Service Excellence (CSE) re-accreditation in 2023.

Assessments took place from 15 - 24 November 2023 with assessors visiting Glasgow, Kirkcaldy, Livingston, Inverness, Greenock, Elgin and Dunfermline Sheriff and Justice of the Peace Courts; Supreme Courts at Parliament House and Lawnmarket; Edinburgh Tribunals; the Finance and Procurement Unit, Property Services Unit, Legislation Implementation Team, Information Governance and Correspondence Team, and the Management Information Analysis Team in Headquarters and the Chief Executive’s Office.

In addition, self-assessments were carried out in Tain, Fort William, Wick, Campbeltown and Forfar Sheriff and Justice of the Peace Courts.

After the 2022 assessments, SCTS had 2 'partially compliant' ratings, 14 'compliance plus' ratings, and 41 'fully compliant' ratings.

After the 2023 assessments, SCTS has 0 'partially compliant' ratings, 16 'compliance plus' ratings, and 41 'fully compliant' ratings.

In the 2023 report the assessors recognised that recovery from the COVID pandemic has been intense and well managed, with lessons being taken forward. Significant effort has been made to modernise services with customer insight being used to influence policy and procedures.  The assessors also commented that pressure was eased through outstanding working relationships with all of our partners. 

Chief Executive, Eric McQueen said: “SCTS has achieved the highest ratings since commencing CSE in 2013.  The continued improvement in our ratings demonstrates the commitment SCTS has to providing the highest quality service and continuing to deliver innovative and customer focused services.  This recognition from external assessors is a fantastic achievement and recognises the excellence of SCTS staff and the services they provide."

The full 2023 report can be found on the SCTS website.

If you would like any further information in relation to CSE please contact

Right-hand Menu