Service ChartersService Charters

[Nome del progetto][Nome del progetto]

[Nome del relatore][Nome del relatore]

A “Public Service” is…A “Public Service” is…

Provided by a Provided by a public bodypublic body

In the general In the general interestinterest

UniversalUniversal All citizensAll citizens equal accessequal access same pricesame price

A Service Charter is…A Service Charter is…

A public documentA public document Stating the basic Stating the basic

rights of the citizenrights of the citizen and principles and principles

governing the governing the provision of provision of services to users services to users

in a public officein a public office A statement, not a A statement, not a

legal document!legal document!

A Service Charter: A Service Charter:

clearly identifies the Court, the Court’s clearly identifies the Court, the Court’s purpose, its client base and its services.purpose, its client base and its services.

establishes channels of communication establishes channels of communication between the Court and its clients.between the Court and its clients.

set out the agency’s client service standards set out the agency’s client service standards and client rights and responsibilities.and client rights and responsibilities.

sets ways to obtain feedback and handling sets ways to obtain feedback and handling client enquiries and complaints.client enquiries and complaints.

is developed in consultation with clients, staff is developed in consultation with clients, staff and other key stakeholdersand other key stakeholders

is periodically monitored and reviewedis periodically monitored and reviewed

Key WordsKey Words

ServiceService TransparencyTransparency AccountabilityAccountability MeasurabilityMeasurability CommunicationCommunication ParticipationParticipation User-friendlinessUser-friendliness Learning and improvingLearning and improving

What in? What in?

1.1. Basic Informations about the CourtBasic Informations about the Court

2.2. Services ProvidedServices Provided

3.3. Service StandardsService Standards

4.4. Channels of CommunicationChannels of Communication

5.5. Citizens’ rights and responsibilitiesCitizens’ rights and responsibilities

6.6. Citizen’s feedback and complaintCitizen’s feedback and complaint

1) Who we are?1) Who we are?

a title that clearly identifies the document a title that clearly identifies the document as a Client Service Charter;as a Client Service Charter;

Basic info about the CourtBasic info about the Court Name of people working in Name of people working in Vision StatementVision Statement Who are the clients (actual or potential)Who are the clients (actual or potential) Who are the stakeholdersWho are the stakeholders

Clients Vs. StakeholdersClients Vs. Stakeholders

Clients: those to whom Clients: those to whom Court directly provides Court directly provides services (internal + services (internal + external)external)

Citizens Lawyers Judges Employees Prisoners

Stakeholders: those Stakeholders: those who have an interest who have an interest in the successful in the successful operation of the Courtoperation of the Court

community groups other government

agencies business groups people with additional

or diverse needs

Exercise: try map the Clients and Stakeholders of your Court

2) What we do?2) What we do?

Mission StatementMission Statement Statement of purpose of the Charter Statement of purpose of the Charter List of services providedList of services provided the date of Charter publicationthe date of Charter publication and and the date of the next reviewthe date of the next review

A Mission Statement is ….A Mission Statement is ….

3) How we do it?3) How we do it?

Guaranteed standard ≠ Target Guaranteed standard ≠ Target standard (your promises ≠ your standard (your promises ≠ your objectives)objectives)

Two sets of Standards:Two sets of Standards: the quality of the relationship with the quality of the relationship with

the clientthe client the quality of the services providedthe quality of the services provided The quality of the delivery The quality of the delivery

3a) Standards of relationship3a) 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

Improve your standards of Improve your standards of relationship! relationship!

3b) Quality of Services (QoS)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).

3d) Quality of delivery (QoD)3d) Quality of delivery (QoD)

continuity continuity equal access; equal access; affordable costs; affordable costs; social, cultural and environmental social, cultural and environmental

acceptability. acceptability.

3c) When we do it?3c) When we do it? The timeliness of service delivery.The timeliness of service delivery. Define how much time a client will Define how much time a client will

wait for a service to be deliveredwait for a service to be delivered Quantitative standardQuantitative 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.

4) How to find us?4) How to find us?

Clearly state all channels of Clearly state all channels of Communications between Court and Communications between Court and PublicPublic

how to give feedback on the charter how to give feedback on the charter itselfitself

5) Clients rights and responsibilities5) 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.

6) Be open to Feedbacks and Complaints…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 agency’s 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 you’ll get Compliments!and sometimes you’ll get Compliments!

Part 2: How to develop a Service CharterPart 2: How to develop a Service Charter

Drafting

Promoting

Consulting

Collecting feedback

Reviewing

= Learning

2.1 Consultation Process2.1 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

2.2 Charter format and style2.2 Charter format and style = make it readable and understandable by = make it readable and understandable by

everybodyeverybody plain language style of presentation;plain language style of presentation; avoid legal jargonavoid legal jargon a concise, straightforward and user-friendly presentation;a concise, straightforward and user-friendly presentation; accessible formats: accessible formats:

languages other than Ukrainianlanguages other than Ukrainian accessible websites accessible websites braillebraille audio tapeaudio tape large printlarge print

a design that meets the needs of a wide client base (i.e., a design that meets the needs of a wide client base (i.e., good contrast between text and background; use of colour; good contrast between text and background; use of colour; size of text; and no background images under text);size of text; and no background images under text);

2.3 Launch and publicity2.3 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 Court’s Web site.

3. Maintenance and review3. Maintenance and review

A Service Charter is a living A Service Charter is a living document of a living organisationdocument of a living organisation

Learning lessons is a way to improve Learning lessons is a way to improve your service, and the Charter itselfyour service, and the Charter itself

Ask yourself: Ask yourself: What have we learned since the first SC? What have we improved in the while? Does it still reflects reality?

the Court’s 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?

Monitor …Monitor …

StandardStandard Client’s feedback Client’s feedback

and complaintsand complaints Feedback on the Feedback on the

SCSC

PerformancePerformance ResponseResponse

ReviewReview

… … and report !!!and report !!!

A Service Charter is a learning A Service Charter is a learning processprocess

About your Court’s serviceAbout your Court’s service About the needs of your clients and About the needs of your clients and

stakeholdersstakeholders