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On 4 June 1997 the Government announced its intention to relaunch the Citizen's Charter as
part of its drive to modernise and improve government. It wanted a new programme that met
the needs of those who used public services on a daily basis. It also wanted to reinforce
and strengthen the Charter Mark awards scheme.
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To inform the development of the new programme, the Government issued a consultation paper
in September 1997 'The Citizen's Charter - A Consultation Exercise'. The paper was
sent to 431 organisations. It provided background information on the programme and set out
initial thinking on how it might be taken forward. The key issues identified were:
 | Coverage and principles - where the Charter
should apply and what should be its guiding principles; |
| Improving standards - how standards of
service could be raised; |
| Listening to people - how people could be
engaged in more meaningful dialogue on service delivery issues; |
| Working together - the scope for using
charters to break down bureaucratic barriers; and |
| Encouraging and promoting excellence - how
the Charter Mark scheme might be improved. |
Views were sought by 21 November 1997 on these and the
specific questions posed.
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We received over 239 responses. These contained many helpful ideas and comments. We are
very grateful to all those who took the time to contribute. This paper summarises the
comments received, lists those who replied (Annex A) and
outlines the Government's response. It begins with a summary of respondents' views of the
Charter programme, and then addresses the five key issues set out above. The questions we
posed are in bold print. They are followed by a summary of points made, and our response
in italics.
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Full details of the new programme are set out in the publication 'Service First - the
new charter programme' which can be obtained from the Service First Unit publications
line on 0845 722 32 42. |
