Thematic report on the Victims' Right to Review and complaints handling and feedback follow-up report

15. Following publication of the report, COPFS has undertaken the following actions designed to improve customer service:

Institute of Customer Service (ICS)

16. COPFS became a member of the Institute of Customer Service (ICS) – an independent, professional membership body for customer service. It aims to help members promote their values and improve their customers' experience and their business performance.

Business Plan

17. Two objectives focussed on improving customer service were incorporated in the COPFS 2016-17 Business Plan:

• To provide a level of service which takes account of individual needs and characteristics.
• To treat victims, nearest relatives and witnesses and those accused of an offence with dignity and respect.

Service Improvement Strategy

18. Following a workshop involving staff and ICS representatives, COPFS published a Service Improvement Strategy with the overarching aim:

19. "to engage our employees to deliver excellent customer service to victims, witnesses and other people in contact with COPFS".

20. The Strategy underpins actions being taken forward by teams, including local action plans and service improvement charters.

Service Improvement Board

21. Within the functional structure, it became apparent that there were different issues and types of interaction requiring a more tailored approach to delivering the aims of the strategy rather than a uniform "one size fits all".

22. To meet this need COPFS has established the Service Improvement Board (SIB). It includes representation from across all functions and is chaired by the Customer Service 'Champion' who is a member of the COPFS Executive Board. The SIB will assess how best to improve customer service, including dealing with complaints, in each of the respective functions and commission actions to deliver improvements. In doing so, the SIB will take account of any thematic issues arising from complaints data.

Service Improvement Office

23. In August 2017, COPFS launched the Service Improvement Office – a six month project to evaluate the efficiency of procedures and processes of an operational summary unit – to create a prototype 'Model Office'. Processes which demonstrate exemplary standards of service will be developed and implemented in the unit with a view to rolling them out nationally.

Improving service for victims of sexual crime

24. COPFS has recently entered into a Memorandum of Understanding (MOU) with Rape Crisis Scotland (RCS) whereby RCS will share anonymous feedback, with the victim's consent, on their experiences of the criminal justice system and their views on the service provided by COPFS. This will enable the voice of the victim to be heard on a more systematic basis, and help to shape and improve the work of the service in engaging with victims.