delivery and reform
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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. - PowerPoint PPT PresentationTRANSCRIPT
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