About this category
This category recognises the support function that has established exceptional processes and created a sustained culture throughout the organisation of real customer service.

Criteria
Entrants should be able to demonstrate:
• A pro-active and pervasive customer care culture reporting against and meeting targets
• Data on customer satisfaction and changes over time
• Future plans to improve the standard of service to customers

1.  What are the drivers of customer satisfaction in your service department?
2. What metrics do customers use to evaluate service quality?
3. How do your customers define high quality service?
4. What makes customer satisfaction of your organisation stand out amidst other organisations?
5. Give evidence of improvements in customer service over time.

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About this category
This category will be awarding your team of support professionals for helping internal or external customers to achieve their business goals or support needs. When entering your nomination for this category you will need to specify team size, number of customers it supports and the resource allocation the support operation has.

Criteria
Entrants should be able to demonstrate:

• Outline the details of the support team
• Explain the impact of the innovation
• Indicate, if possible, the extent to which the innovation has aided the business in improving efficiency and increasing customer satisfaction

1. Detail the mission, vision and goals of your support function and how you effectively achieve them
2. What processes do you have in place that allow you to be successful?
3. What is the level of satisfaction of your support staff? Please provide absenteeism, turnover, reward and recognition statistics.
4. What performance results has the support function achieved?
5. What is the perception of customers with regards to the support function?

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About this category
This award will be presented to the vendor or consulting group who can demonstrate the most effective business improvement achieved, using their company’s product or service within a customer’s installation.

Criteria
Entrants should be able to demonstrate:

• how service delivery has positively impacted on line-of-business operations within the organisation
• Outline the details of the product or service
• Indicate, if possible, the extent to which the product or service has aided the business in improving efficiency and increasing customer satisfactionOutline the details of the support team

1. Detail the scope of the project, outlining the compelling business reasons for deploying the solution, project deliverables and goals and the contribution it made to the business
2. How did the product or service meet, or exceed the customer’s business need?
3. Was the implementation achieved on time and to budget?
4. What performance results have been achieved and where has it exceeded business expectations?
5. What is the impact of the installation on revenue, or productivity for the customer?

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About this category
As the user environment continues to evolve, so to does the service desk. Innovation is the key to succeeding and can be classed within the three pillars of service management – process, people or technology. Innovations have to display a nominal or original idea being put into practice. Though this award judges will recognise how a particular innovation has aided the business and improved efficiency, reduced cost and increased customer satisfaction.

Criteria
Entrants should be able to demonstrate:

• Outline the details of the innovation, in terms of idea, product or project
• Explain the impact of the innovation
• Indicate, if possible, the extent to which the innovation has aided the business in improving efficiency and increasing customer satisfaction

1. Detail the idea, product or project and its impact in the service environment
2. What are the indicators of success for this innovation?
3. What is the novel nature of this idea, product or project?
4. What benefits were realised as a result of this innovation in terms of ROI, take up statistics and customer testimonials?
5. What else is distinctive, different or particularly memorable about this innovation?

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This award is decided by an online industry poll. No individual nominations are required. This award has been created to recognise an outstanding individual, who through spectacular drive, energy and commitment, has contributed to the success of their team or towards the success of the customers they support.

The shortlist will be decided by the Help Desk Service Excellence Awards independent panel of judges, and the finalists will be decided by online poll which opens in February 2008.

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