In November 2006, the Government commissioned Fitzpatrick Associates, Economic Consultants to undertake a comprehensive review of the Customer Charter process in the Irish Civil Service. The evaluation reviewed all elements of the Charter process since its introduction and focussed on the extent to which the Customer Charters were fulfilling their objectives and sought to identify the benefits accruing as a result. The report contains a set of 10 key recommendations intended to inform the next phase of development of Customer Charters and the future of the Quality Customer Service initiative as a whole.
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