Best Practice Publications Index

Charters

How to draw up a local charter 

How to draw up a national charter

Complaints

How to deal with complaints

Ombudsman in Your Files

Conduct and Government

Guidance on Codes of Practice for Board Members of Public Bodies

Guidance for Departments on the Handling of Ministerial and other Correspondence

Guidance on Handling Correspondence under Devolution

Guidance on handling e-mail correspondence

Guidance on Implementing the Revised Service Standards for Central Government

Guidance on Implementing Equal Opportunities Policy in Public Appointments

How to review agencies and non-departmental public bodies to improve the quality and effectiveness of public services

Model Code for Staff of Executive Non-Departmental Public Bodies (1996)

Model Code of Practice for Board Members of Advisory Non-Departmental Public Bodies

Next Steps Agencies: Guidance on Annual Reports

Ombudsman in Your Files

Consultation

Guidance on Government Research into Public Attitudes and Opinions

Consultation Code of Practice

How to consult your users

Involving Users Improving the delivery of:

Correspondence

Guidance for Departments on the Handling of Ministerial and other Correspondence

Guidance on Handling Correspondence under Devolution

Guidance for Departments on the Handling of e-mail correspondence from the public

Guidance on Plain Written English

Diversity

Age Diversity in the Civil Service – Guidance for Departments and Agencies July 1999

Equal Opportunities Monitoring Guidance - 2001

'What Works' Diversity website

Policy Appraisal for Equal Treatment

Voices  - A guide full of information for women about what they can get from Government. It covers subjects like affordable childcare, learning new skills, financial advice and staying healthy.

Personnel Management and Development

Managing Attendance in the Public Sector – Putting Best Practice to Work

Guidance on schemes to reward innovative ideas  

Policy Development

Civil Service College

Good Policy Making - a Guide to Regulatory Impact Assessment

Policy Appraisal for Equal Treatment

Voices – (October 99)

Procurement

Guide to Appointments of Consultants and Contractors Volumes I & II

Staff Transfers in the Public Sector

Property Management

Guide to Appointments of Consultants and Contractors Volumes I & II

Business Continuity Planning Guide Edition 1

Estates Services Guide (England & Wales)/ Scotland Edition 3

Fire Safety Guide Current Edition 1

The Crown Fire Standards Edition 1

Guide and Schedule to Requirements for Office Buildings Edition 3

Premises Management Guide Edition 2

Quality Awards/Schemes and Tools

Assessing Excellence

Getting it Together - A Guide to Quality Schemes and the Delivery of Public Services comprehensive guidance on public sector policies and quality schemes. This guidance follows on from the Guide to Quality Schemes and Best Value and is intended to help all public sector organisations get to grips with the nature and value of the main quality schemes (Charter Mark, EFQM Excellence Model, Investors in people and ISO 9000). [PDF version 590KB] 

Public Sector Excellence Programme (formerly Benchmarking Project)

Towards Best Practice

Charter Mark

PricewaterhouseCoopers Award for Innovation and Risk Management

Quality Network Directory

A Guide to Quality Schemes and Best Value

A Guide to Quality Schemes for the Public Sector

Better Quality Services (Handbook & Guide for Senior Managers)

Guidance on schemes to reward innovative ideas

TNT Modernising Government Partnership Award

Involving Users Improving the delivery of:

Regulation

Central Local Government Enforcement Concordat

Policy Makers Rapid Checklist

The Better Regulation Guide

How to improve local authority regulatory services

Service Delivery

Best Practice Database

Best Practice Links

Customers in the Driving Seat?

What Best Practice Can Do For You

Research Project: 'The Effectiveness of Different Mechanisms for Spreading Best Practice'

Use of IT

Acquisition

Authentication

Callcentres - guidelines for the use, management and design of UK public sector Call Centres.

Office of Government Commerce

Channels

Digital TV

Electronic Communications at Work

Government Secure Intranet (only available to users of the GSI network)

Information Age Government (IAG)

IS Management Guide - The Informed Partner

IS Management Guide - Managing Change

IS Management Guide - Managing Performance

IS Management Guide - Managing Services

IS Management Guide - Managing Successful Programmes

IS Practice Guide: IS Strategy Processes and Products

IT Infrastructure Library

Managing Successful Projects with PRINCE2

National Inventory Project (NIP)

Service Level Management (Customer Focussed)

Smartcards

IS Management Guide - Strategic Management of IS

Website guidelines

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