Registers of Scotland is committed to continuous improvement and providing a high-quality service.

Our goal is to work closely with customer groups, professionals, and members of the public to gain as much insight as possible. We want to use this information to prioritise customer service, empower staff to deliver, and most importantly manage and meet customer expectations. Customers are at the heart of everything we do, and while we acknowledge we still have work to do to reduce our backlog of open casework, we want to ensure that you receive the best possible service when you get in touch.

This focus on customer service has enabled us to achieve the Customer Service Excellence Award (CSE) for another year. The CSE is a government benchmark for excellence in customer service for public services. The CSE Award has 57 overall criteria and each year organisations are asked to submit criteria for 19 elements to support ongoing compliance.

This year the assessor found that we had:

• robust customer service policies and procedures in place and encourage an open and empowering approach with our staff;
• taken action to ensure our services could be better utilised by people who are disadvantaged or hard to reach;
• provided value in our communication efforts within a wide range of communities; and
• worked with other organisations to benchmark, compare best practice and improve performance.

Maintaining this accreditation through independent assessment is an example of how RoS is living its values of being customer focused, impartial, and professional. We also seek to be forward-thinking, and that is why we will look to build on this most recent award so we can continue to offer best value for money and the best possible service to our customers.