1. Newry & Mourne District Council An Applicant’s Perspective Eddie Newell Senior Building Control Surveyor Building Control Department

2. Council Setting

3. Range of Services Building Regulations Services Dangerous Structures Licensing Amusement Permits Street Trading Postal Numbering Development Naming Estates

4. Director of Building Control PA Assistant Director Administration Officer Admin Asst (Scale 3) Estates Surveyor BCS 3 Senior BCS Area/Support/ Specialities BCS Estates OfficerBCS Licensing Admin Officer Licensing Tech Officer Licensing Officer Licensing Admin Asst. Admin Asst (Scale 3) Newry & Mourne Building Control Office Structure Admin Asst (Scale 3)

5. Mission Statement “To be a valued service that protects people and the environment by ensuring safe, sustainable and accessible buildings for all.”

6. Charter Mark vs CSE First achieved Charter Mark in 2002 Renewal date was October 2008 Had met all our partial compliances within Charter Mark Compared standards in May 2008 As a team we decided we could achieve the CSE Standard

7. Criterion 1 – Customer Insight Stakeholders - groups Journey mapping Customer satisfaction surveys Customer focus groups Customer comments cards Mystery Shoppers Compliments Book

8. Stakeholder Grouping NeedsHard to Reach (1 = Easy, 5 = Hard) Group Size (1 = Large 5 = Small) Communication Tools Level of Importance (1 = Very Important 5 = Less important) Verification Tools Evaluation Elected Members Staff Partners (NIFRS/NIHE/ Planning Service) Southern Group Constituent Needs Informing them of Unauthorised Works Monthly Report Updates Making complaints / compliments FOI Requests Making an application Requesting inspections Technical queries Liaising with Departments 12Telephone Email Fax Letter/Post Face-to-face 2Level of Service Position held within Council Council Employee Liaising with Departments Consultation Partnership Fee Income Training 3 Agents Builders/ Developers Engineers Making an application Requesting inspections Technical queries Complaints / Compliments Dangerous Structures Unauthorised Works Contraventions Fee queries Consultation Joint inspections 41Telephone Email Fax Letter/Post Face-to-face 1Level of Service Fee Income Customer Focus Groups Consultation 1 SolicitorsMaking an application Complaints / Compliments Fee queries FOI Requests 34Email Fax Telephone Letter/Post 4Level of Service Customer Focus Group Fee Income 4 Example of journey mapping

9. Criterion 1 – Customer Insight Stakeholders - groups Journey mapping Customer satisfaction surveys Customer focus groups Customer comments cards Mystery Shoppers Compliments Book

10. Criterion 2 – Culture of the Organisation Corporate policies Service level agreement Customer charter Customer Care training for all staff Customer focus group Staff suggestion box Staff Achievement Awards

11. Criterion 3 – Information and Access Access to our services Produced leaflets in other languages Customer Input Partnership arrangements

12. Criterion 4 - Delivery Customer satisfaction levels Benchmarking Government Performance Indicators Complaints procedure

13. Criterion 5 – Timeliness and Quality of Service Measurable and achievable targets Advise customers of any delays Comparison of standards throughout Southern Group Publicise our Customer Charter

14. CSE & the Future Partial compliances Continuous improvement Action plan Annually review stakeholder mapping

15. Thanks for listening