1 / 12

Delivery and Reform

Office of Public Services Reform. Charter Mark - The Customer Service Standard. Roy Stephenson Deputy Director Prime Minister’s Office of Public Services Reform. Delivery and Reform. Transforming Public Services. A Civil Service that delivers. Office of Public Service Reform.

licia
Download Presentation

Delivery and Reform

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Office of Public Services Reform Charter Mark - The Customer Service Standard Roy Stephenson Deputy Director Prime Minister’s Office of Public Services Reform Delivery and Reform Transforming Public Services. A Civil Service that delivers

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

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

  4. Facts and Figures • 1992 - 40 organisations • 2002 - 2400+ organisations with 198 in Scotland • 949 successful applicants in 2002 • Every sector of public service

  5. Charter Mark Change Programme • Updating and improving the Charter Mark Criteria • Simplifying and improving the administrative arrangements • Directed communications and marketing

  6. 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

  7. New Assessment Organisations  Charter Mark Administration Service (Group 4 Falck)  SGS East Midlands Quality Centre (EMQC). The Centre for Assessment

  8. 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’

  9. 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

  10. 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

  11. 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

More Related