Service Charters

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Service Charters

• Nome del progetto
• Nome del relatore

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A Public Service is

• Provided by a public body
• In the general interest
• Universal
• All citizens
• equal access
• same price

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A Service Charter is

• A public document
• Stating the basic rights of the citizen
• and principles governing the provision of
  services to users
• in a public office
• A statement, not a legal document!

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A Service Charter

• clearly identifies the Court, the Courts
  purpose, its client base and its services.
• establishes channels of communication between the
  Court and its clients.
• set out the agencys client service standards and
  client rights and responsibilities.
• sets ways to obtain feedback and handling client
  enquiries and complaints.
• is developed in consultation with clients, staff
  and other key stakeholders
• is periodically monitored and reviewed

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Key Words

• Service
• Transparency
• Accountability
• Measurability
• Communication
• Participation
• User-friendliness
• Learning and improving

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What in?

1. Basic Informations about the Court
2. Services Provided
3. Service Standards
4. Channels of Communication
5. Citizens rights and responsibilities
6. Citizens feedback and complaint

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1) Who we are?

• a title that clearly identifies the document as a
  Client Service Charter
• Basic info about the Court
• Name of people working in
• Vision Statement
• Who are the clients (actual or potential)
• Who are the stakeholders

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Clients Vs. Stakeholders

• Stakeholders those who have an interest in the
  successful operation of the Court
• community groups
• other government agencies
• business groups
• people with additional or diverse needs

• Clients those to whom Court directly provides
  services (internal external)
• Citizens
• Lawyers
• Judges
• Employees
• Prisoners

Exercise try map the Clients and Stakeholders of
your Court
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2) What we do?

• Mission Statement
• Statement of purpose of the Charter
• List of services provided
• the date of Charter publication and
• the date of the next review
• A Mission Statement is .

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3) How we do it?

• Guaranteed standard ? Target standard (your
  promises ? your objectives)
• Two sets of Standards
• the quality of the relationship with the client
• the quality of the services provided
• The quality of the delivery

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3a) Standards of relationship

• explain clearly what the client needs to do to
  achieve a result
• explain what are their rights and
  responsibilities
• guarantee staff manner and interpersonal skills
  friendliness, helpfulness, respect, sensitivity
  to the clients individual needs, identifying
  themselves, explaining, listening carefully to
  the client

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Improve your standards of relationship!
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3b) Quality of Services (QoS)

• Basically, a service is an answer to a question.
• Helpful (e.g. prompt referrals, availability of
  help in emergencies)
• Clear (e.g. of letters, forms and publications,
  processes and other product information)
• Understandable (by people with disabilities)
• Accurate (e.g. of advice, information, payments
  or filled order)
• Complete and
• Appropriate (e.g. fit to clients needs and
  circumstances).

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3d) Quality of delivery (QoD)

• continuity
• equal access
• affordable costs
• social, cultural and environmental acceptability.
  

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3c) When we do it?

• The timeliness of service delivery.
• Define how much time a client will wait for a
  service to be delivered
• Quantitative standard
• responding to client contacts (e.g. letters,
  emails, phone messages)
• processing (e.g. registration, applications)
• emergency service (e.g. help where no appointment
  has been made)
• telephone service (e.g. time to get through to a
  staff member, phone appointments)
• complaint resolution.

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4) How to find us?

• Clearly state all channels of Communications
  between Court and Public
• how to give feedback on the charter itself

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5) Clients rights and responsibilities

• the right to review and appeal
• the right to lodge a complaint
• the right to privacy and confidentiality
• the right to have informations
• the right to access services, facilities and
  information in a manner which meets their needs.

• to treat Court staff with courtesy
• to attend scheduled meetings punctually
• to respond to requests for information by the
  agency accurately, thoroughly and in a timely
  manner
• to abide by any legal requirements and other
  obligations that clients are to meet in order to
  be eligible for services sought.

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6) Be open to Feedbacks and Complaints

• A service charter must contain information on the
  feedback and complaints processes and make clear
  
• that the agency welcomes feedback (complaints,
  compliments and suggestions)
• how to make a complaint, including relevant
  postal and email addresses, and phone and fax
  numbers. Include options (e.g. in person, comment
  card, on-line feedback form, by phone, letter, a
  TTY phone number for people who are deaf, hearing
  or speech impaired)
• how to give feedback specifically about the
  Charter itself
• that the feedback and complaints handling process
  is accessible, easy to use and free
• that the Court records data on complaints,
  compliments and suggestions and this is
• used to help improve client service
• that using the agencys complaint handling system
  does not prevent the client from using appeal
  mechanisms at any time and should list contact
  details for these services

and sometimes youll get Compliments!
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Part 2 How to develop a Service Charter
Learning
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2.1 Consultation Process

• In preparing a service charter, Court
  Administrator should consult with clients, staff
  and other key stakeholders in relation to
• selecting service standards for inclusion in the
  Charter
• setting service guarantees
• determining the amount and level of detail in a
  charter
• deciding how performance against the Charter
  standards and commitments will be measured and
  monitored

Client Stakeholders Talk to and Meet with
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2.2 Charter format and style

• make it readable and understandable by
  everybody
• plain language style of presentation
• avoid legal jargon
• a concise, straightforward and user-friendly
  presentation
• accessible formats
• languages other than Ukrainian
• accessible websites
• braille
• audio tape
• large print
• a design that meets the needs of a wide client
  base (i.e., good contrast between text and
  background use of colour size of text and no
  background images under text)

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2.3 Launch and publicity

• a high-profile launch by the Minister or
  appropriate dignitary
• a media campaign and an ongoing communications
  strategy
• communication and distribution of the Service
  Charter to all staff, clients and stakeholders
• distributing the charter to all client contact
  points
• placing it on the Courts Web site.

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3. Maintenance and review

• A Service Charter is a living document of a
  living organisation
• Learning lessons is a way to improve your
  service, and the Charter itself

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Ask yourself

• What have we learned since the first SC?
• What have we improved in the while?
• Does it still reflects reality?
• the Courts approach to client service
• the needs and priorities of the clients and key
  stakeholders
• Is the current content accurate?
• Is the format, design and availability what
  client needs?
• What was the feedback collected?
• Do we have to make changes to the complaint
  handling processes?

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Monitor

• Standard
• Clients feedback and complaints
• Feedback on the SC

• Performance
• Response
• Review

and report !!!
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A Service Charter is a learning process

• About your Courts service
• About the needs of your clients and stakeholders