Citizens Information Board - first state agency in Ireland to receive EFQM Gold Star Service Excellence Quality Mark

April 2015

The Citizens Information Board (CIB) has achieved the EFQM Gold Star Service Excellence Quality Mark. CIB is the first statutory agency in Ireland to achieve this internationally recognised quality mark having reached the standards of customer service excellence required. CIB websites, including citizensinformation.ie achieved the Quality Mark in July 2014.

CIB is responsible for funding and supporting a number of services who have also achieved this prestigious Quality Mark. These include the Citizens Information Service (CIS), the Money Advice and Budgeting Service (MABS) and the Sign Language Interpreting Service SLIS. CIB is also implementing this excellence quality assurance programme in the National Advocacy Service for People with Disabilities (NAS).

Speaking about the achievement, Angela Black, Chief Executive, CIB said: "CIB and our delivery partners the CISs and MABS provide much needed crucial supports to the public in delivering information, advice (including money advice) and advocacy services nationally. In 2014 over 800,000 people were helped via CIB-funded services and there were over 15.5 million visits to citizensinformation.ie. The Gold Star Service Excellence Award focuses on the impact of services on our customers. We are committed to providing a consistent, high quality service for all our service users."

The quality mark is awarded by the European Foundation for Quality Management (EFQM). CIB underwent a rigorous in-depth assessment to measure its performance against the EFQM principles. This independent assessment was conducted by the Centre for Competitiveness, which is the national partner for EFQM in Ireland. The requirements were benchmarked against a framework of European Best Practice.


EFQM Gold Star Service Excellence Quality Mark