Innovation in Customer Service

Sponsored by Telereal Trillium

Winner: Amey/Braidburn School

An extremely simple yet very effective solution; 17% uptake in customer satisfaction and 76% uptake in those taking school meals, contributing in health and well-being of children with many differing challenges, both physical and mental.  This initiative has materially changed the daily lives of young children. The specific needs of the children were recognised and a simple solution found. A solution that has created a learning platform and a better experience for children. This initiative is transferable out of its current market, has no language or operational barriers as a result of the initiative Amey are making funds available to take this model to a full technology version at the school and then roll out to their other venues.

Highly commended: G4S / Liverpool Womanís Hospital

This innovation delivered a different delivery type - introduction of ward hostesses e.g. Currys on Saturday night.  Fresh food offer to suit patient tastes - menu provided with choices that can be made 2 hours prior to service. They have re-trained chefs - who totally embraced new requirements. Additionally they recruited ward hostesses. Developed and tested new menus based on client tastes. Undertook close work with nutritionists and unions. This is scalable across all NHS. Plus has relevance to schools and other public sector institutions.

Previous winners

2011: Carillion Facilities Management (see winning case study below)
2010: MITIE
2009: Kajima Community


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