A conference on QSCs was held at the Mediterranean Conference Centre on Wednesday 6 June 2001. The conference, which was open to senior managers in the Public Service, was convened at the close of 2 years since the launch of the first QSC, with a view to reviewing the progress of the initiative and its links with other public service change initiatives. It also sought to promote discussion on selected issues of service delivery and to consider the direction the initiative is set to take.

Dr Austin Gatt, Minister for Justice and Local Government, opened the conference. As reported in In-Nazzjon of 7 June 2001, Dr Gatt focused on the need to back the QSC with effective and modern management whilst taking into account the limitations and obligations present in the environment in which the Public Service operates. He stressed that the charter itself was not a substitute for effective leadership. He warned against falling into the trap of considering quality as being the sole element of administration or even a management function. "Quality is a culture and not a function."

He stated that if we really want to give a clear and strong direction to this initiative, we have to approach all aspects of management with the utmost committment and determination and put aside once and for all, all practices that are nowadays outdated.

He stated that the quality of life has improved, clients' expectations are higher and there is a greater awareness of consumer rights. He explained that the programme for change within the Public Service is the core of activity which gives rise to initiatives and strategic programmes that address operational and structural reform. He listed the four initiatives as being the adoption of the Acquis Communautaire, Electronic Government, eMalta and Quality Service Charters (QSCs).

Minister Gatt stated that the most encouraging factor of the QSC initiative was the interest shown by 30 departments who have launched QSCs to date. Their involvement is a proof of the internal commitment that exists, notwithstanding the limitations that are faced by the Public Sector. He said that the charters have done much to improve the image of the Public Sector with its clients. "The fact that the public can pick up a leaflet containing detailed information on a department, an outline of the services it offers and the standards of service delivery that one is to expect, is in itself a positive factor indeed," said Dr Gatt. Today, the public expects that his complaints are investigated seriously and thoroughly and also that the situation would be remedied in a satisfactory manner and without undue delay. He expressed the ever pressing need for heads of departments to exploit further the use of Management Information.

Dr Gatt concluded that a quality service can only be considered as such if it reaches or exceeds expectations; if the service is delivered within a reasonable time frame, the client is given all the information he requires about a service, he is treated with courtesy and is able to access a service without unnecessary hassle.

Following Dr Gatt’s introduction, Mr Mifsud, Director General, Office of the Prime Minister gave a brief account of the first two years that the Charter Support Unit has been operating. Since May 1999, 30 charters have been launched, the maximum number of which are within the Ministry of Health (6) and the Ministry for Gozo (6). Mr Mifsud also referred to the 17 charters that are currently in progress, a development which will certainly be facilitated with the publication of the Charter Handbook.

Ms Genovese, Head, Charter Support Unit, focused on the progression towards what she termed as a ‘seamless government’ in which an interministerial and interdepartmental collaboration would be of optimum importance. A seamless government approach would demand continuous assessment and maintenance of data, as well as the availability of this data to the general public. The public’s right to transparency in administration will increase, and this is something that a QSC, by putting a department’s standards of time and quality black on white, is already doing.

It is also important that once a department launches its QSC, the quest for a better service delivery does not end there. Mr Vella, Consultant, Management and Efficiency Unit, spoke of the importance that, given the rise in the public’s expectations, continuous development and improvement in every department should be maintained. It is here that reference to e-government was made, a revolutionary concept that will continue on the steps which the QSC initiative has already pioneered, mainly one-stop-shopping and a consistency in the quality service delivery.

A QSC Handbook was also launched during this conference. It should serve as a guide and manual both for those wishing to familiarise themselves with the concept and for those who are considering undertaking the initiative of developing a QSC. In the case of those who have already launched their QSC, this handbook should help them review and update their charter in line with any changes made since the launch. The QSC Initiative Review 2000 was also distributed during the event. The review outlines the Charter Support Unit’s activity during 2000 and developments registered in the QSC initiative to date. It also includes, however, material regarding other aspects of the initiative.

The Conference was organised by the Charter Support Unit with the collaboration of the Institute of Public Administration and Management and the Management Efficiency Unit.