Judging Criteria

The judging criteria are largely based on the International Customer Service Standard (ICSS:2015-2020), a framework of 27 specific measures that can be applied equally to government, not-for-profit and for-profit organisations of all sizes and across industry sectors. Using a balanced scorecard approach, these 27 measures can be grouped into four distinct perspectives:

areas of assessment

  • A service perspective... how do you deliver a high quality of customer service in your organisation?
  • An operational perspective... how do you ensure consistency in the delivery of customer service?
  • A learning and growth perspective… how do you create a culture of customer service…what do you put into it?
  • A financial and governance perspective… how does customer service deliver to the performance of the individual or organisation overall… what do you get out of it?

As part of your nomination submission, we want you to talk to these, providing an overview of the individual, team, project, or organisation, and explaining their performance in the last year in relation to these four perspectives.

  • While the individual criteria for a becoming a finalist vary across the categories, successful nominations will:
    Provide a clear explanation of the organisation, its customers and the customer service challenges it faces
  • Demonstrate the passion for exceeding customer expectations and achieving customer service excellence within an organisation, a team or an individual, including an infectious impact on the way the rest of the organisation approaches customer service.
  • Provide an accurate description of the breadth and depth of activities / projects... how many customers are impacted? How large is the project within the business?
  • Show the effectiveness of people and programs... what results have been delivered by the nominee and their work?
  • Demonstrate continuous review and improvement in what they’re doing.

Helpful Tips

  • There are two types of nomination form: one is for individual nominations and the other is for organisational nominations. These forms have been created in Microsoft Word so that they can be edited easily. If you need more space for a response, please add a page (or two!). Just remember that the overall word count needs to be no more than 2,500 words.
  • You can include additional documents to support your nomination if you'd like. Be aware that there is an upload limit of 20MB and that you can upload a total of three documents (including the nomination form), so we'd want you to keep the file size under this. Supporting documentation does not count towards the overall word limit.
  • We don't expect a comprehensive response for every aspect of every question. The nomination forms are designed to be used with all of the ASEA categories, and we're aware that not every element is applicable to every individual or organisation. However, it's worth reading the ICSS (if you're not a member and don’t already have a copy, contact us at and thinking about how you deliver to each of these elements.
  • Use specific examples and case studies as evidence of performance across each perspective. It's important that you can demonstrate your success with supporting data so that we can understand and evaluate the results of your reported customer service achievements.
  • Nominations must be submitted no later than 5.00pm AEST, 22 July 2016.

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