The Enforcement of Judgments Office is pleased to announce its recent success in achieving an EFQM Gold Award. As one of only 12 organisations in Northern Ireland to achieve Gold, it is a great accomplishment and demonstrates the EJOs committment to delivering a first class service to all its customers
What is EFQM
To be successful, organisations need to establish an appropriate management framework.
The EFQM Excellence Model was introduced as the framework for assessing organisations for the European Quality Award. It is now the most widely used organisational framework in Europe.
In Striving to achieve quality customer service the EJO:
1. Leadership
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Developed and communicated a new Mission, Vision & Values for the organisation
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Developed managers that lead by example in all they do.
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Developed a Business Planning Process that includes input from all staff.
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Increased developmental opportunities, creating ‘leaders’ among all Staff regardless of grade.
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Sent staff out to promote services and educate customers in the EJO process.
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Established a culture of continuous improvement.
2. Policy & Strategy
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Obtained stakeholder feedback (through surveys etc) and used it to drive business improvements
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Linked stakeholder needs to performance measures and openly published business targets and performance.
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Used Control Risk Self Assessment (CRSA) to support business.
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Developed Job Cards and Manuals for all staff and duties.
3. People
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Developed an in-house Learning & Development Team to utilise the skills and experience of people as well as giving all staff full access to proper training and development.
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Promoted the ethos of ‘multiskilling’ to provide staff with new challenges and objectives.
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Created an ‘ownership culture’ through project activity i.e. giving all the staff, regardless of grade, a direct say in the development of office policy and strategy.
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Sought to improve staff satisfaction levels by enhancing their working environment, providing new opportunities, encouraging the development of new skills and by introducing innovative reward and recognition schemes.
4. Partnerships & Resources
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Developed key supplier partnerships by establishing Service Level Agreements with main stake holders
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Managed budget and finances: getting ‘more for less’
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Developed our technology to meet customer demands.
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Ensured proper control of assets through achievement of BS7799 and continuing reviews.
5. Processes
These ‘enablers’ have allowed the EJO to move forward by providing better quality service to customers and supporting the development and job satisfaction of staff. They have helped produce the following results.
1. Customer Results
From our annual Customer Survey -:
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100% of customers find staff helpful and courteous
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96% feel EJO documentation is clear
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92% feel it is easy to contact and deal with EJO
2. People results
From our annual Staff Attitude Survey -:
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87% of staff are ‘fully satisfied’ in their job
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100% have received training & development in the last year
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98% understand how their work contributes to the Business Plan
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91% feel they are effectively managed
The EJO also has the lowest rates of sick leave in the entire Court Service and are well ahead of corporate Civil Service standards.
3. Society Results
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Adopted Habitat for Humanity as a nominated charity and given in excess of £4000 in donations and staff time in 2005.
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Have contributed approximately £1500 to other charities through various staff events
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Actively promote the re-cycling of all waste paper and through changing working patterns have reduced the mileage travelled by staff in their vehicles.
4. Key Performance Results
In the last year we –
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Processed 100% of debtor searches within objectives.
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Issued 95% of Notice of Intention letters within objectives
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Accepted 99% of new applications within objectives
- Recovered almost £9,750,000 in debtor payments (an increase of over 50% from 1999)
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