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SCTS Customer Service Excellence Accreditation 2024

The Scottish Courts and Tribunals Service has successfully achieved Customer Service Excellence (CSE) re-accreditation in 2024, with its highest results since accreditation began and a steady increase year-on-year.

CSE involves an assessment of 57 elements across criteria that includes customer insight, organisation culture, information and access, delivery, and timeliness and quality of service.

Assessments took place from 4-15 November with assessors visiting either virtually or in person the High Court of Judiciary (Saltmarket); Banff, Peterhead, Falkirk, Stirling, Glasgow, Selkirk, Jedburgh, Kilmarnock, Dumfries, and Ayr Sheriff and Justice of the Peace Courts; the Education and Learning Unit; the Operations Delivery Business Unit; the Fines Business Unit; the Change and Digital Innovation Unit; Glasgow Tribunals and the Office of the Public Guardian.

In addition, self-assessments were carried out in Lerwick, Lochmaddy, Portree, Dunoon, Stranraer and Alloa Sheriff and Justice of the Peace Courts and the Scottish Land Court.

After the 2024 assessments, SCTS has been rated with 18 compliance plus, 39 fully compliant and zero partial compliant.

This compares with the 2023 assessment that recorded, 16 compliance plus, 41 fully compliant and zero partially compliant.

Assessors noted a complete commitment throughout the organisation to reaching out to people to support those most in need. Empowerment of staff is a strong feature, they are self-motivated and take initiative, are skilled, professional and approachable. 

It was also noted that there is a shared goal across the organisation to improve service delivery and assessors observed a strong commitment to providing information that is accurate and complete at the first point of contact with effort made to ensure the services provided are fit for purpose. They noted that the commitment to best practice is outstanding.  

Chief Executive, Malcolm Graham said “Year on year SCTS has continued to improve upon and achieve the highest ratings of CSE since its commencement in 2013. The commitment and professionalism of staff and their efforts to deliver a first class service are vital to the Scottish people, but also lead critical change and improvements that are helping to shape the future of justice in Scotland.  Despite growing demands and challenges SCTS continues to deliver an excellent service which is recognised by the external assessors in obtaining this re-accreditation.”

Download the full 2024 report or if you would like any further information in relation to CSE please contact sctscse@scotcourts.gov.uk.

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29 January 2025 Communications