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Customer Relations/ Service Improvement

Welcome to Customer Relations and Service Improvement

Customer Relations and Service Improvement is a section within the Customer Care and Performance Directorate.

We facilitate the creation and agreement of Service Level Agreements (contracts) with customer organisations of the BSO.

We facilitate the development of productive working relationships with the main customers of the BSO and the various internal departments who provide services.

We develop and manage performance management framework and systems of the BSO and ensure that appropriate service improvement plans are in place.

We are responsible for the BSO Corporate Strategic and Service Delivery Planning processes and the creation of the Corporate Strategic Plan.

We manage the corporate Risk Management processes.

We co-ordinate the annual Controls Assurance Standards Programme.

We manage the creation of the BSO Annual Report and the production of the monthly staff bulletin, BSO Business Matters.


Meet the Team

Rita Marsden
Assistant Director Customer Relations and Service Improvement 


Jane Keenan
Customer Care and Performance Officer

Patricia Maginnis
Governance and Risk Officer 


Call us on 028 9536 3810