Since 1997, Public Service organisations have been producing Customer Action Plans to assist them in improving the way they deliver services to their customers. This has proven to be a big success and to further develop this process, the Customer Charter Initiative was launched in 2002. This initiative not only provides customers with a clear and unambiguous statement of the level of service they can expect but also includes a framework that allows us to measure and improve the quality of services provided and to report this publicly.
The guidelines for the preparation of Customer Charters and Customer Action Plans are attached.
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