Improving Customer Orientation through Service Charters. Seminar on “Quality Manager in the Public Sector” Romania, 10-20 March 2008. What is a service charter?. A service charter is a public document that sets out the standards
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Improving Customer Orientation through Service Charters
Seminar on“Quality Manager in the Public Sector”Romania, 10-20 March 2008
A service charter is a public document that sets out the standards
of service that clients can expect from an organisation, as well as
avenues for taking complaints.
It typically includes:
General conditions that have to be in place
Specific conditions applying to service charters
The Handbook published by the Czech Ministry of
Interior, SIGMA and Governance International provides
you with a ‘How To Do It’ guide, with lots of examples
and illustrations of service charters.
The Handbook is available as free-of-charge hard-print,
CD-Rom and download at www.govint.org both in English language.