Set Standards
'Set clear standards of service that users can expect, and monitor and review
performance and publish the results, following independent validation, wherever possible.'
Setting Standards
Service standards are set for all Environmental Health Services. These are tailored to
the local authority's particular circumstances (i.e. local demands, local expectations
through customer feedback and resources available). Users and staff are consulted on their
suitability. Finally standards are endorsed by the appropriate Council Committee/Panel.
Standards are a mix of inputs (e.g. providing a 24 hour standby service), outputs (e.g.
response times for a range of services) and also importantly outcomes (e.g. user
satisfaction).
Service standards are reviewed at least once a year and new standards are set where
appropriate.
The review includes benchmarking comparisons with similar organisations.
Targets may be set to encourage improved performance supporting the ethos of continuous
improvement.
Monitoring of Standards
Performance standards are monitored at a frequency appropriate to the service and to
what is being measured.
Performance monitoring should be at the individual officer, team and management level,
with staff and Members being involved in the monitoring of performance against the
standards.
Publication of Standards and Performance
The publication of charters or similar documents listing simple customer care pledges
are used to market Environmental Health Services and the standards of service promised.
These are made available through a variety of outlets such as reception areas, libraries,
GP surgeries, Community Centres, Tourist Information Centres and through daily
correspondence with customers.
Actual performance measured against the published service standard whether good or
poor, should be regularly reported to the appropriate Committee/Panel, and publicised at
least once a year. The use of local newspapers, Council news-sheets, annual reports and
Internet are all good examples of the various media used to raise the public's awareness
as to what they should reasonably expect and what has been achieved.
