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22 June 2006
CAB/039-06
Cabinet Minister Hilary Armstrong today thanked Bernard Herdan for his independent report on the review of the Charter Mark Scheme and the measurement of customer satisfaction with public services – ‘The Customer Voice in Transforming Public Services’.
Commenting on the review, Ms Armstrong said:
‘The Government is committed to putting customers at the heart of public services reform and the report marks an important contribution to this customer focus work. The report has also provided valuable information and significant insight on approaches for raising customer satisfaction levels.’
Bernard Herdan said:
‘Charter Mark has been an important tool in the delivery and measurement of improvement in public service excellence. But to continue to drive forward these improvements, Charter Mark itself must evolve.
‘In my report I have recommended a number of steps which should increase the effectiveness of the Charter Mark scheme and lead to an even more thorough framework for measuring customer satisfaction across all public services.’
The Government will give careful consideration to the recommendations within the report, listen to views and respond in due course.
All Charter Mark holding organisations have been informed of the report's publication, a copy of which is available at www.cabinetoffice.gov.uk/reports/chartermark_review/
Interested stakeholders can also email their comments on the report's findings to cmreviewteam@cabinet-office.x.gsi.gov.uk
The Government's full response to the recommendations will be published in due course.
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