Session étude déc 2003 E révisée

??? Opening speech Mr Marc CAMLEY, Director Supreme Court Circuit, United Kingdom We all live, work, and take part in a society with quite different customer expectations to that in which the majority of us grew up in. It is a world where customers’ expectations have never been higher – where everything is 24/7, where everything is taken to the “max”, and where even the language has to adapt to keep up. In this world of photo-messaging, and 24 hour Internet access, where even our food is fast – is justice still able to meet the needs of our users? – of our customers? I am delighted that we are having this study session. I am the Director of the Supreme Court Group of the Court Service. I manage some 1,800 staff in 75 different locations across England and Wales – including the single largest court complex in the UK, the Royal Courts of Justice, with 91 courtrooms and over 600 staff. Every day we deal with thousands of customers. I see my job to set the strategic direction and vision for my group – and this embraces my views on the need to provide quality services to our customers, who will often be the most vulnerable people in society. I will spend most of my time in my presentation on setting out formal means of collecting information from customers. However, I want to set out here some of the informal means that I have used – I have sat on the reception desk of the Royal Courts of Justice and heard the enquiries that ...