1. First Draft Practitioners Guide:
7 Steps to creating a citizen charter with service standards

2. Practitioners Guide Proposal for work:
To publish the recently completed EUPAN Citizen Charter Guideline on
To continue the work on citizen charters:
To prepare a Practitioners Guide with very concrete advice on how to implement a citizen charter, step by step.

3. Practitioners Guide Proposal for work:
The Member States will be involved in different ways:
during IPSG meetings,
exchanging comments by ,
organising one (or more) expert meeting(s) to finalize the Practitioners Guide
The Guide will be presented at 5QC.

4. Practitioners Guide Proposal for work:
To stimulate activities that go in-depth on the effectiveness of charters and the preconditions:
Investigating the needs of the citizen by working with focus groups, panels, customer journey mapping and mystery shopping.
Exploring the measurement of consumer satisfaction in the context of service standards.
Belgium has proposed a meeting in Brussels. When desirable, more meetings could be organised in this field (comparable with CAF meetings).