THE CHARTER
SUPPORT UNIT
The Charter Support
Unit was set up in February 1999 under the direct responsibility of Director General,
Office of the Prime Minister. Its role is to manage the Quality Service Charter initiative
and to assist public service entities that provide a direct, integral service to the
public to develop Quality Service Charters.
Its
functions include:
·
promoting
the Quality Service Charter concept and initiative across Government
·
developing
and updating guidelines on how to develop charters
·
conducting
assessments of applicant departments against eligibility criteria
·
assisting
departments in defining customer service standards, carrying out consultation exercises
and installing feedback mechanisms
·
reviewing
drafts of charters and ensuring compliance to corporate design standards
·
conducting
focused training sessions
·
assisting
in the monitoring and auditing of service charter standards
·
managing
the Charter Mark Award Scheme
·
updating
the Charter Support Unit website
During 1999, the Charter
Support Unit will assist in the development and implementation of 30 Quality Service
Charters.
FAQs on Quality Service Charters
What
is a Quality Service Charter?
A Quality
Service Charter is a written statement of the commitment of an organisation to provide its
customers with a quality service. Service Charters inform the public about the services
that are available and how they can be accessed and sets out the standards of service
customers can expect. Very often, these standards relate to waiting times, but often one
will come across qualitative standards as well, for example, those relating to accuracy of
information and to providing an open, friendly and courteous service. Charters are
normally presented in booklet or leaflet format.
How are Quality Service Charters developed?
Service Charters
are developed in consultation with stakeholders, including customers, client groups and
the public in general. Customers are involved in the charter development process by being
asked to participate in telephone surveys, fill in brief questionnaires and interviews.
When contacted, users are often asked to comment on level of service provided and to
suggest improvements.
It is also vital
to the success of any Service Charter programme that all staff, at all levels, is involved
in the development process. Ultimately, the success of any Charter initiative hinges on
all staff’s ownership and its commitment to providing a quality service.
How is the
performance of Chartered Departments assessed?
Normally
organisations are required to report annually on their performance against their Charter
objectives and are also expected to conduct an external audit of their performance. A
Charter is therefore a strong performance measurement and accountability tool as it
focuses on customer service outcomes.
Customers, too, are involved in the evaluation process. Users of
services are encouraged to give their feedback on the quality of service provided by being
asked to give their feedback on the level of service provided. In this way Charters are
kept up to date with changing expectations of customers.
What if I have a
complaint about the service provided by a Chartered Department?
All Quality Service Charters outline avenues for lodging complaints.
If a user is dissatisfied with the service given, the Charter explains to the user how a
complaint is to be lodged and what action will be taken by the Department to address that
complaint. If you have a complaint regarding the service provided by a Chartered
Department, or wish to make a suggestion, you may fill in a Feedback Form by clicking on
this link, and we will refer it to the respective
Department.
How do I know if a Government Department has
implemented a Quality Service Charter?
Chartered
Departments also display a prominent a blue and white board carrying the Quality Service
Charter logo.
Where can I get a list of Chartered Departments?
A list of
Chartered Departments is available from this website. Click here for the list.
Where can I get a copy of a Department’s
Quality Service Charter?
Hard copies of
Quality Service Charters in both Maltese and English are available at the Departments that
have launched a Charter. You can also download the full texts in both languages from here.
You may also fill in a feedback form with your comments and suggestions. |