Elke Loeffler, Salvador Parrado and Tomáš Zmeškal (2007): Improving Customer Orientation through Service Charters, OECD, Ministry of Interior of the Czech Republic and Governance International.
The purpose of this toolkit is to support public agencies to become more ‘outward-looking’ and improve customer orientation through the effective use of charters. We do not claim that service charters are the ‘best’ tool to improve the quality of public services. However, service charters may be a powerful tool to improve the customer orientation of public agencies if they are applied properly.
Themes include:
- Why introduce a service charter?
- How to draft a charter
- Finalising your draft charter
- How to use a charter for service improvements
Download the Service Charter Handbook in .pdf format (2.4 MB) here or as a powerpoint presentation here.