A Quality Service Charter is a written statement of the commitment of an organisation to provide its customers with a quality service.
Service Charters inform the public about the services that are available and how they can be accessed and sets out the standards-of-service customers can expect.
Very often, these standards relate to waiting times, response times, etc.. but often one will come across qualitative standards as well, for example, those relating to accuracy of information and to providing an open, friendly and courteous service. Charters are normally presented in booklet or leaflet format.
We help organisations to develop and implement a quality service charter and also assist the organisation in setting up the necessary infrastructure and processes to ensure that the service standards promised, can actually be delivered.