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The Government response to the independent report by Bernard Herdan The Customer Voice in Transforming Public Services is published today. The Government thanks Mr Herdan and welcomes the report recommendations.
The report focused on the need for public services to develop the necessary skills to enable them to be more citizen-centred and responsive.
The Government fully supports the main recommendation in the report that a new national standard for customer service should be developed which is based on the key drivers of satisfaction. Work to develop the new standard is now ongoing in preparation for its launch in 2007. The Government is confident in the level of support for a new standard and that it will help to transform public services to the benefit of all users.
If you have any comments please respond by e-mail to cmreviewteam@cabinet-office.x.gsi.gov.uk or by letter to:
Charter Mark Review Team