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The Optimus Service Excellence Model, upon which the assessment is based, revolves around the setting of targets, on-going review of performance through a process of assessment and feedback, analysis of results and the achievement of continuous improvement.
The independent assessment supports the organisation’s drive towards achieving and maintaining service excellence and encourages a move towards the adoption of best practice principles and systems when it is considered appropriate to do so.

The assessment is score-based and aligned with the customer service elements of the EFQM (European Foundation for Quality Management) Excellence Model. It is structured around three key areas:

1) The External Customer Process
2) The Internal Customer Process
3) The Standards Process
The assessment evaluates the organisation’s level of compliance with the defined Service Excellence standards and criteria and ensures the implementation of these standards into all aspects of the business.
The impact of these standards and systems on customer satisfaction levels, staff attitudes and morale, and on service improvement initiatives is assessed.
A scoring formula is applied to the assessment exercise to determine if the organisation has satisfied the certification criteria. The applicant company must score a minimum of 60% in order to qualify for the Service Excellence award.
The application for assessment is sent to the Centre for Competitiveness, Innovation Centre, Northern Ireland Science Park, Queens Road, Belfast, BT39D7.
An assessor is allocated to each establishment that applies for assessment.
The Submission Document is sent to the assessor via the Centre for Competitiveness by email and by the prescribed date.
The assessor contacts the establishment and arranges a date for the assessment
A desk assessment carried out (half day).
An on-site assessment is undertaken (including the duration of the customer experience, e.g. a tour in the case of a heritage site/ visitor attraction.
Report listing strengths, weaknesses and required actions compiled and sent to Secretary of Optimus Service Excellence Award Approvals Committee (half day).
A report listing Strengths, Areas for Improvement and Required Actions will be compiled and sent to the Centre for Competitiveness.
The establishment receives formal notification of the assessment result from the Optimus Service..
The fee for the Service Excellence Assessment is €1,000 + VAT. This fee must be paid in advance (made payable to “The Centre for Competitiveness”) and submitted with the application for assessment directly to the Centre for Competitiveness. The fee includes;
Desk assessment.
On-site evaluation of customer experience.
Formal on-site assessment.
Assessor’s report and management action plan.
Organisations being granted the Optimus Service Excellence Award will receive;
An Optimus Service Excellence award certificate for public display. This award will be valid for a twelve month period after which the organisation must submit to a re-assessment or progress to the Optimus Best Practice programme.
Permission to use the Optimus Service Excellence award on marketing and promotional material, subject to award recipients giving Fáilte Ireland a written undertaking that the regulations for the use of the Optimus and award logos will be strictly adhered to .
Optimus certificate for the Co-ordinator.
 • Features & Benefits | • Workshops & Costs | • Assessment Process