Praise for national park's 'new image'

The public image of the Lake District National Park has improved out of all recognition according to a recent independent assessment, which praises its outstanding work in customer service in the community and the removal of a "faceless bureaucracy" tag that it once had.

This is the fourth consecutive year that the awarding body has been able to confirm that the Lake District National Park Authority is meeting the demanding standards in customer service required to be awarded the nationally recognised Customer Service Excellence Standard.

Chief Executive Richard Leafe acknowledged that faced with a substantial reduction in its public funding during the past 12 months - which had resulted in some cutbacks and job losses - it had been a difficult time for the organisation to maintain its high level of commitment to providing public service levels.

"Against that background this award is extra special. All the staff, members and volunteers have worked tremendously hard to maintain the standards we set ourselves. I am so proud of their achievements.

"And for an independent body to also recognise that we have actually improved again is amazing and probably beyond our expectations. Dare we now dream of making it five awards in a row next time?" he said.

The report explains that the national park embarked on this customer service excellence project because it wanted to improve its community image, especially among businesses. And in the past three years there have been large improvements.

"Partners and key customers no longer see the LDNPA as a ’faceless bureaucracy’ but one in which officers are known and one which works with the community rather than doing things to the community.

"The LDNPA also works tirelessly to improve visitor experience through its network of information centres and a dedicated visitor’s centre. Not only has it improved the range and diversity of visitors to the areas but it has improved the range of physical and recreational opportunities for them."

The national park is also praised for its commitment to the CSE process and its genuine desire to use the award to improve the standard of services it provides.

"There is outstanding corporate commitment to putting the customer at the heart of the service. Staff continue to be committed to their respective customers whether they are visitors, businesses or residents.

"Our assessor has been impressed with comments from customers about the quality and accuracy of information they receive when requested. The service is committed to giving customers the information they need, sometimes enabling them to make important decisions, particularly in planning for new developments", the report concludes.