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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.

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Delivery and Reform

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  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

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