Charter Mark Homepage
On 10th March 2008 Minister for Transformational Government Tom Watson launched the new Customer Service Excellence standard – a practical tool to support and drive public services that are more responsive to people's needs.
The aim of Customer Service Excellence is to encourage, enable and reward organisations that are delivering services based on a genuine understanding of the needs and preferences of their customers and communities. The foundation of this tool is the Government's Customer Service Excellence standard which tests in great depth those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer insight, understanding the user's experience and robust measurement of service satisfaction.
More information on Customer Service Excellence, including a copy of the CSE standard, advice on how to get started, a free online self-assessment tool and information hub, is available on our new website at www.cse.cabinetoffice.gov.uk.
In 2005 Cabinet Office Ministers commissioned an independent review of the Charter Mark scheme and invited Bernard Herdan, then Chief Executive of the Passport Service, to lead this work. Mr Herdan's report, ‘The Customer Voice in Transforming Services’ was published in June 2006 following a detailed review of the current scheme. It recommended that a new customer service standard, based on the key drivers of satisfaction, should be developed to replace Charter Mark. The Government's response to these findings was published in December 2006, and accepted the key recommendations.
As Customer Service Excellence was developed to replace Charter Mark, the scheme will be phased out over a period of time. Charter Mark applications are still welcome, however, the cut-off date for new applications is June 30th 2008. As a Charter Mark certification lasts for three years the scheme will officially close on 30th June 2011.
As Customer Service Excellence contains new concepts which will require additional evidence Charter Mark holders will not be automatically moved to Customer Service Excellence. Transitional arrangements for Charter Mark holders wishing to move to Customer Service Excellence have been agreed with the four certification bodies. Corporate programmes with long-term assessment plans in place will be offered flexible options for transition.
If you are an existing holder and have not yet been contacted by your certification body about transition please contact them to discuss your future plans.
For more information on Customer Service Excellence please visit the new website at www.cse.cabinetoffice.gov.uk.
If you are an existing Charter Mark holder and interested in learning more about Customer Service Excellence and transition please contact your appropriate certification body pages.