 | Consulting and Involving
Users
good practice guides on consulting and
involving users in the delivery of public services
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| Guidance
on Government research into public attitudes and opinions
Guidance to assist policy makers in UK Government
departments and agencies who are considering whether to commission
research which seeks the views and opinions of members of the public.
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| Measuring Consumer
Satisfaction
The Department of the Environment
Transport and the Regions has published valuable guidance on methods of data collection to
support the Best Value user satisfaction performance indicators. Much of what is
said will be of interest to anyone carrying out user satisfaction surveys. The guide
is available at www.local.detr.gov.uk/research/bvpi.htm
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| Complaints Handling
Guide to handling complaints properly
examples of good practice from public services and links to complaints
procedures and the Ombudsmen websites.
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| Performance
Information
Find out how well services in your area are performing.
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| Quality Networks
What are Quality Networks, benefits of membership, how
they are run, and how to get involved
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| Access
to public services checklist
This checklist is intended to help people at
all levels in service delivery organisations to review access
arrangements for the services they provide.
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| A guide to
quality schemes for the public sector
There is a variety of quality tools which can
help the public sector meet the challenges ahead. The key ones
include: Business Excellence Model, Charter Mark, Investors in People
(IIP), and ISO 9000. They enable organisations to assess their
strengths and weaknesses and encourage them to adopt best practice.
But, all too often, managers and staff do not understand how they link
together. It is vital that these tools are used as part of the move
towards Modernising Government rather than an end in themselves. This
booklet will help you find the scheme best suited to your needs.
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| Better Quality
Services (BQS)
Guidance for central government departments on the
creation of public/private partnerships through market testing and contracting out. The
Government is committed to the continuous improvement of the quality and efficiency of
public services as set out in the Modernising
Government White Paper and BQS is a key element of
this.
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| The Invest to Save
Budget (ISB)
The ISB is designed to help develop projects which bring together two or
more public service bodies to deliver services in an innovative and more efficient
fashion.
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| The Measurement and
Performance Project (MAPP)
MAPP is one of a series of initiatives launched in
March 1999 in the Modernising
Government White Paper (chapter 3, paragraph 23), all looking how to
support joint working between public sector organisations, and with the voluntary and
private sector
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| Assessing
Excellence
A guide to self assessment against the EFQM Excellence
Model®, Charter Mark and the IiP standard" [RTF version 3.21MB]
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| Public
Sector Excellence Programme
A brochure presenting the services and
materials available as part of the UK Public Sector Excellence Programme. |
