NSW Trustee and Guardian has received an Award of Excellence in the International Association of Business Communicators Gold Quill Awards program for our Customer Excellence Program.
The award was announced on Tuesday 14 April and comes after months of hard work to conceptualise, develop, implement and evaluate the program, and to prepare a detailed submission for assessment by the International Association of Business Communicators (IABC).
The Gold Quill Awards recognise excellence in strategic communication worldwide and are acknowledged as one of the most prestigious awards programs in the industry.
Adam Dent, Chief Executive Officer said that the international award was testament to our organisation’s commitment to high quality customer service.
‘The Customer Excellence Program is an innovative solution to a deep and complex challenge.
‘From its inception through to delivery and implementation, the project was always customer-centred and has played a significant role in awareness and understanding of our Customer Excellence Principles, and in turn increasing our customer service outcomes.
About the Customer Excellence Program
As part of launching the NSW Trustee and Guardian Customer Excellence Program, activities were rolled out across teams in September 2018 to raise awareness and understanding of our six Customer Excellence Principles.
The launch of the principles played a pivotal role in leading NSW Trustee and Guardian to fulfil our purpose – to protect, promote and support the rights, dignity, choices and wishes of its customers.
By encouraging staff participation in team activities, the goal was to achieve a significant improvement in customer service outcomes by creating a shared language and framework for benchmarking customer service within NSW Trustee and Guardian.
As the events of this year show now more than ever, strong communication is fundamental to organisations. NSW Trustee and Guardian’s award for the Customer Excellence Program not only highlights best practices and innovative approaches, but also raises the bar for customer experience and communication excellence.
About the IABC Gold Quill Awards
For more than 40 years, the IABC’s Gold Quill Awards have celebrated extraordinary communication by recognising innovative, strategic work that delivers significant business results.
Winners come from all over the world and represent both public and private sector organisations, large and small. The field for 2020 was very competitive, receiving 638 entries.
Our entry was one of only two Australian submissions that received an Award of Excellence for the internal communications category.
