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Northern Civic Amenity Site shortlisted for customer service award

Monday, 12 November 2012

The employees of the Department of Infrastructure’s Northern Civic Amenity Site have been shortlisted for the Isle of Man Newspapers Award for Excellence in Customer Service.

The awards take place in November each year and highlight and reward the best the Isle of Man has to offer across a number of categories. The Northern Civic Amenity Site has seen a dramatic transition over the past 12 months, moving to a brand new site and more convenient location closer to the main population of the north. The previous site at the Point of Ayre was no longer fit for purpose and didn't include many of the recycling facilities that could be found at other sites around the Island. The restricted facilities available often made it difficult for the site team to operate the site in an efficient and safe way.

A brand new location was chosen at Balladoole Farm just outside of Ramsey and the Department began to develop a scheme to construct a modern, efficient and safe civic amenity site with the objective to attract more customers and encourage a greater level of reuse and recycling. The site was completed and opened in January 2012 and in the time since opening, throughput at the site has doubled to over 6,000 customers per month with reuse and recycling levels rising from 50% to 70%.

David Cretney MHK, Minister for Infrastructure said:

'I am delighted that the team at the Northern Civic Amenity Site have had this recognition for all their hard work and effort. When planning the new site, customer convenience and customer service were top of our agenda. Our site team all strive towards meeting our quality and service objectives that are clearly displayed at the site in the form of a Customer Charter. This charter clearly states our intentions and gives the site operatives a sense of responsibility and ownership over the operation and maintenance of the site, something which our customers clearly appreciate.

'Understanding the site’s performance is key to ensuring that we continue to meet our customers' expectations. To aid this the Department recently undertook a customer satisfaction survey. The feedback was very positive with everyone agreeing that the new site was a vast improvement on the old site and its new location and design is a major benefit to all users, something demonstrated by the increased usage and recycling levels.

'The Department is very proud of the team at the site for all they have achieved over the last 12 months, their dedication has ensured that our customers receive an excellent customer experience. We are all looking forward to the awards on the 15th!’

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