At the launch of the Strategic Management Initiative in February 1994, the provision of high quality service to the public was identified as one of its primary objectives. Delivering Better Government, published in May 1996, recommended the introduction of a Quality Service Initiative for the customers and clients of the Civil Service and in 1997 the Quality Customer Service (QCS) Initiative was launched.
The QCS Officers Network was set up in October 2000 and includes representatives from Government Departments and Offices. The Network is chaired by Mr. Bryan Andrews, Chief Executive of the Public Appointments Service. It meets regularly to oversee implementation of various aspects of the QCS Initiative in the Civil Service and to share best practice on all aspects of customer service. Its primary role in recent years has been the implementation of the Customer Charter Initiative.
The Customer Charter initiative was launched in December, 2002. Under the initiative, all Departments and Offices are required to publish Charters based around a four-step cycle of Consultation, Commitment, Evaluation and Reporting.
The next phase in the Quality Customer Service Initiative involves the consideration and implementation of the relevant recommendations set out in Transforming Public Services(see Section 4).