This information is being maintained for archive/historical purposes.
It will not be updated.
Please see http://archive.cabinet-office.gov.uk for details.

The Service First and Modernising Government programmes have now been completed. The information held on this site is no longer being maintained but is retained for archive purposes.

To learn about reform of public services, you may find the following sites useful:

Prime Minister’s Office of Public Service Reform
Prime Minister’s Delivery Unit
Civil Service Reform
Charter Mark Website

If you work in the public sector, you can access our good practice database and other useful information via the Public Sector Benchmarking Service.

Chapter 2

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.'

It is important that information on Environmental Health Services is communicated to the public and businesses in a manner that is clearly understood. There are a number of factors to consider when addressing this issue:

Information Media

Information should be available to customers in a variety of forms including leaflets, Internet sites and recorded tapes for the visually impaired.

Access to Information

It is of no benefit to customers to provide a wide variety of information unless it is readily accessible. Information should be available around the Borough, on clear display, in places where the public is most likely to notice them e.g. the Council Offices, Public Libraries, Museums and other public places.

Enforcement Policies

Enforcement Policies for all statutory work, reflecting national guidelines, need to be approved by Council Members and communicated to businesses, the public and staff. Additionally in carrying out audit and inspection work it is important to distinguish between precise legal requirements and advice.

Assessing Quality of Information

Quality of information should be assessed through regular monitoring of customer satisfaction. Such surveys should include anyone who has come into contact with a service within a set time period. Occasional specialist surveys amongst a specific group of customers may also be carried out.

Complaints about service should be closely monitored, paying particularly attention to comments about the quality of information provided. Complimentary letters from satisfied customers can be used as a measure of quality of information.

Testing User Understanding of Information

Reader panels can be used to test the readability of documents prior to release. Effectiveness of information may also be tested through customer surveys, personal visits and customer focus groups.

Examples of Good Practice

	Comprehensive range of information leaflets.
	Training of staff in plain English.
	Minicom systems to assist impaired hearing.
	Braille printer.
	Audio tape format of leaflets.
	Availability of interpreters for minorities.
	Information outlets for all sectors of the community.
	Internet site for information.
	Annual reports and leaflets on service performance.
	Publication of Directory of Services.
	'How to' guides for businesses.
	Features in local papers on services.
	Letters incorporating contact names for complainants.
	Use of supermarkets etc. as information display points.
	Feedback sought on levels of satisfaction with information provided.
	Courses provided in foreign languages.
	Network of information display points.
	Readers' panels to assess understanding of information.

CASE STUDY 3 : Service Commitment Summary

(Source : London Borough of Wandsworth)

Introduction

The Environmental Services Division of London Borough of Wandsworth includes a summary of its service standards and performance with every item of correspondence sent to customers and clients.

Service Development

Regular correspondence was identified as an ideal opportunity to provide feedback to the public on standards and performance of the Division. Summary is in leaflet format and gives contact names and complaint procedures. Recipients are also invited to send comments on overall service provision to the Head of the Division.

Benefits

The system provides a low-cost option to promote performance information to the public and encourages feedback and service improvement suggestions.

Feedback received

This approach has resulted in increased comments and suggestions.

Comments

A simple low-cost option to provide better information to users.

CASE STUDY 4 : Health & Safety Guide for Businesses

(Source : Winchester City Council)

Introduction

Winchester CC produced a simple guide for businesses on Health and Safety at Work and practical aspects of implementation. The guide was distributed to all local businesses.

Service Development

Comments made during inspections revealed the need for the guide, which was written in-house and produced in partnership with an external publishing company. Advertising revenue was used to pay for the publication, so Winchester incurred no costs in its production. In the longer term the Council plans to publish the guide on the Department's Web Site.

Benefits

The guide helps to simplify the maze of information needed by businesses to assist them with starting the process of compliance. As well as enhancing the image of the authority in helping businesses, inspections are also helped as the level of awareness is already increased so that less time is spent explaining basic requirements. The guide also supports the Department's approach to its Enforcement policy in that it provides more information on legal requirements.

Feedback received

Very positive. One copy of the guide was sent to each business but this has stimulated requests for additional copies, and in one firm a presentation to managers on its contents and Health and Safety in general.

Comments

Low-cost option that helps demonstrate a commitment to assist businesses, which can lead to a more partnership based approach to compliance.

Next Chapter | Contents page

Last updated: June 1999