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Charter Mark is recognised as the tool for continuous improvement in customer service and is unique in its focus on the service the customer actually receives. Using the Charter Mark principles helps organisations determine what the customer wants and how that can be delivered effectively. Successful applicants can use the Charter Mark as a recognition of the excellence in customer service they have achieved, demonstrating to themselves and the wider public the high level of service that can be expected.
As well as the main aim of improving customer service, Charter Mark holders report that success has a positive impact upon staff morale by acknowledging their commitment to customer care and the service they actually deliver. Many organisations are able to meet related corporate objectives as a result of applying Charter Mark principles, and some are able to map the work they do for Charter Mark against other initiatives such as Best Value, the Investors in People standard and EFQM Excellence Model. Charter Mark also has widespread public recognition, enhancing the profile of holder organisations and potentially breeding further success by attracting more customers. This web site provides further information on how to make the most of your Charter Mark success.
The Charter Mark scheme is both a standard of customer service and a quality improvement tool to assist organisations in service delivery to users. It is a tool to help organisations, in practical ways, to focus on delivering excellence in public service. It is unique among quality schemes in the way it concentrates on results - the service the customer actually receives.
Achieving the Charter Mark standard encourages the public service to be the very best, to focus on its customers, to constantly improve and give value for money. All are key to the efficient delivery of public services. By reaching the standard organisations show that they put their customers first and go that extra mile.
Many large organisations hold Charter Marks across a wide range of different business units, each offering distinctive services to customers. Although these units have unique aspects to their service, they also share practices common to the large organisation as a whole. The purpose of corporate programmes is to reduce duplication at local level by separately assessing evidence shared by the entire organisation. Individual units would therefore be able to focus on the service delivered in addition to corporate standards, and there should be economies of scale for the large organisation resulting in reduced assessment costs.
Each large organisation has its own aims and objectives, reflected in corporate standards and targets. Consequently, corporate programmes are tailor-made for each organisation to ensure that they meet their different needs and offer excellent value for money.
The new assessment arrangements for Charter Mark will open up the possibilities for those wishing to pursue a corporate approach. Large organisations that are interested in a designed programme tailored to their needs should contact the Assessment Bodies.
Applications will be welcomed from as wide a range of organisations as possible. Public sector organisations are eligible, as are voluntary sector organisations that receive 10% or more of their funding from public funds. Also eligible are partnerships between two or more organisations providing a service to the public. The service delivered by the organisation must involve either a direct interface with customers or involve internal support for customer facing services.
The Charter Mark scheme provides excellent value for money. Although from 2003 no subsidy is available for applicants we believe the scheme is highly competitive and delivers real value in business improvement.
Under the new arrangements competitive rates are available. The exact cost depends very much on the individual circumstances of your organisation. To find out how much you will have to pay for your Charter Mark application, please contact the assessment bodies.
There is lots of support available to organisations who want to prepare for a formal Charter Mark application. This website contains many useful documents, which can be downloaded and used at meetings. We have developed an online self-assessment tool to help organisations to find out their readiness for a Charter Mark application.
A very important source of support are the four Charter Mark Assessment Bodies; it is on you to contact them to find out what they can offer you. Networking and sharing good practice if vital for improving your services. We are therefore offering Charter Mark workshops in partnership with the Civil Service College. These are held at locations throughout the UK in 2004. You may also want to contact current Charter Mark holders to find out about their experience with Charter Mark; contact details of all current holders can be found on this website.
The self-assessment toolkit is now part of this website. It is a tool that enables organisations to match the evidence they have against the requirements of the Charter Mark standard. It is possible to print off each completed self-assessment for future reference, enabling potential applicants and current holders to benchmark their performance. There is also a simplified version of the criteria aimed at organisations which are new to Charter Mark, called 'The Essence'.
We advise all potential applicant organisations to use the self-assessment toolkit in preparation for their full Charter Mark assessment.
We have also produced a CD-ROM version of the self-assessment toolkit which is free to all users. To get your free copy please phone the Charter Mark General Enquiry Line on 020 7276 1755 or email your details to Chartermark@cabinet-office.x.gsi.gov.uk
Public sector and publicly funded voluntary sector organisations have achieved Charter Mark across a wide variety of services. These include primary schools; NHS Trusts, hospitals and individual units; a range of different types of Local Authority services such as refuse collection, benefits services and community pools; Jobcentres, courts and tax offices amongst many others. Charter Mark has wide coverage throughout the Public Sector and this has increased with the development of corporate programmes for key organisations.
The Charter Mark scheme is owned and supported by government for the improvement of customer service within the public sector. It fits with the government's agenda for public service reform by focusing on key criteria such as setting standards, consulting users, using resources effectively and delivering customer satisfaction. It also helps focus on the need to improve services and offer choice where organisations that are the sole provider - such as tax offices, courts and Jobcentres. Currently there are no plans to invite the private sector to join the scheme, although any organisation can use the criteria and self-assessment tool if they wish.