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In August 2005 the previous Chancellor of the Duchy of Lancaster, John Hutton, asked Bernard Herdan, former Chief Executive of the United Kingdom Passport Service, to lead a review of the Charter Mark scheme and to consider other customer service issues for public services. The review has now been completed and the report ‘The Customer Voice in Transforming Public Services’ is now available.
The Government welcomes the independent report ‘The Customer Voice in Transforming Public Services’ and will give careful consideration to the recommendations within the report, listen to views and respond in due course.
The Prime Minister has said that the ‘the experience of the customer is at the heart of all service provision’. The Government has made clear the need for constant development and improvement in the tools and techniques used to deliver excellent public service.
During the course of the review Cabinet Office consulted widely with stakeholders, Charter Mark holders, potential applicants and non-holders about all aspects of the scheme. Independent market research was also commissioned and many representatives of Charter Mark holding organisations have contributed their views through this process. In addition we have been working to identify the key drivers of customer satisfaction for users of public services and examining how those fit with Charter Mark as part of the wider perspective on customer service issues.
We value your views on the report and we now invite your comments on the report recommendations. The Charter Mark Team can be contacted using the review report page on this website, by e-mail to cmreviewteam@cabinet-office.x.gsi.gov.uk or by letter to:
Charter Mark Review Team