What makes a good service charter?
Many other organisations have service charters in place, and we have looked at examples of these, including the charters of the Department for Work and Pensions (DWP), HM Revenue & Customs (HMRC), and the Scottish Public Service Ombudsman.
We found that a service charter is most successful when it:
- is based on a real commitment to put it into practice
- reflects the responsibilities of the organisation
- includes timescales so people know what to expect
- draws on the opinions of people who use the service, and involves them in any changes to the charter
- helps staff to be clear what the charter means in their day-to-day work, their role in it, and how they can continue to record feedback from customers
- monitors and makes sure that the standards the charter sets are being met, and everyone is clear about whether or not the organisation is adhering to its promises
- lets customers know what their options are if they are still not happy with the service they have received from us
Our draft service charter has been created with this knowledge in mind, and has been structured on what participants in our surveys have said are relevant and important.
Fill in our survey.
Your chance to comment
We will ask people their views on this draft charter until Wednesday 13th January 2016, and will create a final draft service charter based on analysis of this feedback. We will then test our performance to make sure we can meet the promises we have made in the charter. We expect to be able to show that we are doing what we promise by summer 2016.