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Every public service should:
- Set Standards of Service
- Set clear standards of service that users can expect; monitor and review performance; and publish the results, following independent validation wherever possible
- Be Open and Provide Full Information
- Be open and communicate clearly and effectively in plain language, to help people using public services: and provide full information about services, their cost and how well they perform
- Consult and Involve
- Consult and involve present and potential users of public services, as well as those who work in them; and use their views to improve the service provided
- Encourage Access and the Promotion of Choice
- Make services easily available to everyone who needs them, including using technology to the full, and offering choice wherever possible
- Treat All Fairly
- Treat all people fairly; respect their privacy and dignity; be helpful and courteous; and pay particular attention to those with special needs
- Put Things Right When They Go Wrong
- Put things right quickly and effectively; learn from complaints; and have a clear, well publicised, and easy-to-use complaints procedure, with independent review wherever possible
- Use Resources Effectively
- Use resources effectively to provide best value for taxpayers and users
- Innovate and Improve
- Always look for ways to improve the services and facilities offered
- Work with Other Providers
- Work with other providers to ensure that services are simple to use, effective and co-ordinated, and deliver a better service to the user.
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