TACT: First fostering agency to win Government customer service excellence standard

The Adolescent and Children’s Trust (TACT) is the first fostering and adoption service, and only the second charity in the country, to be accredited with the Government’s Customer Service Excellence standard.

TACT was successful in its assessment of the standard’s five criteria: customer insight, the culture of the organisation, information and access, delivery and timeliness, and quality of the service.

TACT Executive Director of Performance and Quality, David Bradley, said:

“We have recognised these criteria as essential in delivering a professional, effective and outcome-focused fostering and adoption service. Listening to and acting on the views and wishes of our carers, children, young people and those local authorities who we place our children with is crucial”.

Together with recognising TACT’s best practice the standard is a catalyst for customer focused change, ensuring constant monitoring and improvements to customer service are made.

David Bradley adds:

“The process of achieving this recognition has been a helpful one in highlighting what we do well and indicating where further work is required. It’s enabled us to reach a point in our service delivery where in our last foster care survey in January 2009, 96.3% of our carers would recommend TACT to others interested in fostering”.

Notes to editors

Contact Charlotte Lindsell, Events and Press Officer on 020 8475 7115 for further information.

The Adolescent and Children’s Trust (TACT) is the UK’s largest charity provider of fostering and adoption services. Our core work involves providing high quality and well supported fostering or adoptive families for children and young people in the care of local authorities. Working in partnership with local authorities from our offices across England, Wales and Scotland, we are dedicated to providing creative, effective and outcome-focused services. We also campaign on behalf of children and young people in care, carers and adoptive families.

The Customer Service Excellence standard was developed to offer public services a practical tool for driving customer focused change within their organisation.

For more information on the Customer Service Excellence standard see www.cse.cabinetoffice.gov.uk/homeCSE.do