Charter Mark

From Wikipedia, the free encyclopedia

A Charter mark is an award demonstrating the achievement of national standard for excellence in customer service in UK public sector organisations. It was one of the consequences of a political initiative, the Citizen's Charter, by Prime Minister John Major in 1991, to improve the face of government.

The scope of public sector organisations includes departments of local councils, voluntary organisations having more than 10% public funding, and also private subcontractors on public contracts. It also includes public transport operators and the gas, electricity and water utilities.

Assesment for the award, made by one of four certification bodies, is on achievement of goals to:

  1. Set standards and perform well
  2. Actively engage with customers, partners and staff
  3. Be fair and accessible to everyone and promote choice
  4. Continuously develop and improve
  5. Use resources effectively and imaginatively
  6. Contribute to improving opportunities and quality of life in the communities served

The award is for three years after which the organisation may re-apply.

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