1. Delivery and Reform Transforming Public Services. A Civil Service that delivers Office of Public Services Reform Charter Mark - The Customer Service Standard Roy Stephenson Deputy Director Prime Minister’s Office of Public Services Reform

2. Office of Public Service Reform Delivery and Reform Transforming Public Services. A Civil Service that delivers

3. Office of Public Service Reform Delivery and Reform Transforming Public Services. A Civil Service that delivers CHARTER MARK IS... A national standard for customer service excellence A quality improvement tool A recognition of and encouragement towards excellence Centred around the needs of the Customer

4. Facts and Figures 1992 - 40 organisations 2002 - 2400+ organisations with 198 in Scotland 949 successful applicants in 2002 Every sector of public service

5. Charter Mark Change Programme Updating and improving the Charter Mark Criteria Simplifying and improving the administrative arrangements Directed communications and marketing

6. Aims of Charter Mark Change Programme To help deliver real improvements and excellent customer service to our public services To offer flexibility and choice to those using Charter Mark and to customers of Charter Mark organisations To act as a real link to the front line to better inform Departments and the centre for future changes

7. New Assessment Organisations  Charter Mark Administration Service (Group 4 Falck)  SGS  East Midlands Quality Centre (EMQC).  The Centre for Assessment

8. Corporate Programmes Strategic Marketing of Charter Mark at the key decision makers in organisations and Departments ‘Bespoke’ solutions and assessment methodology Facilitated meetings with the assessment bodies Flexibility in costs and ‘economies of scale’

9. How are we doing? Lots of interest registered - and some big corporate programmes already in place Web site hits - over 6000 per month An intensive programme of engagement with managers across the public sector Joint work with the Scottish Schools Impectorate leads the way in joining up with Inspection Bodies

10. Getting Started - Things to think about Big -v- Small Corporate programme or corporate application Think through what’s right for you Negotiate, negotiate, negotiate! Remember - it is YOUR scheme

11. Help Available “The essence” - your starting point Self assessment - simple and free Best Practice Examples - PSBS etc free Charter Mark holders - contact list Quality Networks