Delivery and Reform Transforming Public Services. A Civil Service that delivers

Office of Public Services Reform

Charter Mark - The Customer

Service Standard

Roy StephensonDeputy Director

Prime Minister’s Office of

Public Services Reform

Office of Public Service Reform

Delivery and Reform Transforming Public Services. A Civil Service that delivers

Office of Public Service Reform

Delivery and Reform Transforming Public Services. A Civil Service that delivers

CHARTER MARK IS ...

• A national standard for customer service excellence

• A quality improvement tool

• A recognition of and encouragement towards excellence

• Centred around the needs of the Customer

Facts and Figures

• 1992 - 40 organisations

• 2002 - 2400+ organisations with 198 in Scotland • 949 successful applicants in 2002

• Every sector of public service

Charter Mark Change Programme

• Updating and improving the Charter Mark Criteria

• Simplifying and improving the administrative arrangements

• Directed communications and marketing

Aims of Charter Mark Change

Programme

• To help deliver real improvements and excellent customer service to our public services

• To offer flexibility and choice to those using Charter Mark and to customers of Charter Mark organisations

• To act as a real link to the front line to better inform Departments and the centre for future changes

New Assessment Organisations

Charter Mark Administration Service (Group 4 Falck)

SGS

East Midlands Quality Centre (EMQC).

The Centre for Assessment

Corporate Programmes

• Strategic Marketing of Charter Mark at the key decision makers in organisations and Departments

• ‘Bespoke’ solutions and assessment methodology

• Facilitated meetings with the assessment bodies

• Flexibility in costs and ‘economies of scale’

How are we doing?

• Lots of interest registered - and some big corporate programmes already in place

• Web site hits - over 6000 per month

• An intensive programme of engagement with managers across the public sector

• Joint work with the Scottish Schools Impectorateleads the way in joining up with Inspection Bodies

Getting Started - Things to think about

• Big -v- Small

• Corporate programme or corporate application

• Think through what’s right for you

• Negotiate, negotiate, negotiate!

• Remember - it is YOUR scheme

Help Available

• “The essence” - your starting point

• Self assessment - simple and free

• Best Practice Examples - PSBS etc free

• Charter Mark holders - contact list

• Quality Networks