In West Dunbartonshire, we are constantly looking to improve the quality of the service we offer to our customers. We have set a number of service standards to ensure you receive the best possible service. One of the core values in the West Dunbartonshire Council Corporate Plan is "Putting Customers First" and our standards are designed to deliver on this commitment.
Our Service Standards are as follows:-
We will:
provide a comprehensive registration service to all those who live, work or visit West Dunbartonshire.
do our best to ensure that our work is accurate and your information is recorded correctly. This year we have set ourselves the target of achieving a 98.5% accuracy rate.
train all of our staff to a high standard and encourage them to undertake the professional registration qualification as soon as they have completed their training. Our target is to have 85% of our staff qualified by 2011.
compare our performance against other local authorities and let you know how we perform. This information will be made available in our Performance Leaflets.
try to meet all of your needs or requirements when conducting your civil ceremony and when we are unable to do so we will give you a full explanation.
When you phone us we will ensure that:
We answer your call promptly (usually within six rings). This year our target is 95%.
We will give our name, the name of the service and our location. This year our target is 95%.
If, in an emergency, you need to call us when the office is closed, we will give you a contact number to enable you to speak to one of our Registrars.
When you write to us we will ensure that:
We will acknowledge your letter in writing within 5 working days. This year our target is 100%.
We will give you a full response to your enquiry within 20 working days. This year out target is 100%.
When we meet with you we will ensure that:
We are welcoming and courteous.
We will wear our name badges at all times.
We will take all reasonable steps to ensure your privacy and confidentiality.
