Appendices
Appendix 1 - 'Voluntary' Performance Measurements and Indicators
Appendix 2 - Authors and Contributors
By Jonathan Rees, Director of the Service First Unit, Cabinet Office
The Government is committed to modernising public services, raising the quality of
service delivery, and making services more responsive to their users. As part of this
programme, we are keen to expand and develop the successful Charter Mark award scheme to
encourage and reward excellent customer services.
Over the last six years many organisations have found that Charter Mark is an excellent
tool to help them assess and improve the service they provide to their users. Over 1,200
public services now hold Charter Mark, and the scheme is growing at a record rate. Charter
Mark provides a unique focus on service delivery that is tailored to the needs of the
public sector. The scheme is applicable to organisations of all sizes, and offers a low
cost way to raise service quality and recognise the efforts of those involved. Charter
Mark complements other quality models such as the Business Excellence Model with its
emphasis on the overall management health of an organisation, Investors in People with its
focus on staff development, and ISO 9000 and its emphasis on process. And Charter Mark
provides an important method for demonstrating best value in public service delivery.
This guide, which has been written by the Cabinet Office sponsored network of Charter
Mark winning local authority Environmental Health Services (En-Charter), provides
practical and relevant information on what you can do to improve your service. The guide
has been designed specifically with Environmental Health Services in mind, but I am sure
it will be of help to others considering applying for Charter Mark or looking more
generally to improve the service they provide in preparation for the introduction of Best
Value. I commend it to you, and wish you success in our shared mission to improve public
services.
Jonathan Rees
If you would like to know more about En-Charter please contact
Stuart Grice, Secretary on 01628 683503.
If you would like a paper copy of the guide, please
telephone the Service First Publications Line on 0845 722 32 42.
