The National Shared Services Office (NSSO) is a statutory civil service office, established under the National Shared Services Office Act 2017. The NSSO is directly responsible for delivering business Shared Services within the civil service and, as part of its wider leadership role, it also provides expert guidance and support to other public service sectors in progressing their Shared Services commitments. The NSSO is reorganising Government financial management. This involves the transfer of the administration of the finances of 48 Government Departments and Public Sector Bodies (PSBs) to the NSSO. A single finance technology platform will replace 31 financial management and reporting systems across Government Departments and offices. This customer charter sets out mutual expectations in this context for both Suppliers and PSBs.
Consistency, Equity and Confidentiality
Courtesy and Consideration
Information and Assistance
Complaints, Review and Appeal
Overview Our customer service standards tell you about the standard of service you can expect from us. We aim to provide a high quality service. We want to make it easy for you to do business with us. We aim to provide the service you need quickly and without fuss. These commitments and standards recognise changing customer expectations. They also reflect increasing digital capability. Our service delivery can vary between peak and off-peak periods. We very much appreciate your patience and understanding during these peak periods.
Commitments and Standards
We have a secure . This means we can securely send and receive emails that contain sensitive business information. We will carefully protect information you give us. Customer details are treated confidentially. We will continually review the information on our site to ensure it is up-to-date and written in plain language to make it easy for you to understand. Queries and forms submitted via email will be dealt with within 20 working days and 25 working days during peak periods, unless otherwise notified by the NSSO/FSS. Where a full reply cannot be issued within 20 days we will send an interim reply and indicate when you can expect a detailed
Complaints and appeals
Accountability We are committed to tracking our progress in the delivery of these customer service standards. We will measure our performance against the standards set out in the Services Level Agreements and publish the results in our annual report.
The provision of quality customer service is an essential element of the modern Public Service and the NSSO/FSS endeavours to offer the highest possible levels of service provision and delivery to its customers. We are committed to delivering the highest quality of service in accordance with the 12 Principles of Quality Customer Service, and to ensuring that a customer service ethos is embedded in everything we do and is embraced by everyone in our organisation. The NSSO/FSS is committed to providing a professional, efficient and courteous service to all our customer. We have a responsibility to provide clear information and to make dealing with us as easy as possible. We will treat all our customers equally and make every effort to ensure that the services we provide reflect your needs and expectations.