Cabinet Office Charter Mark

Charter Mark standard means higher levels of customer satisfaction

News Release
26th Febuary 2007

Independent research has shown that, across all sectors, levels of customer satisfaction are higher for organisations which have achieved the Charter Mark standard.

Finance Minister, David Hanson MP, endorsed the scheme at tonight's annual reception for Charter Mark achieving organisations in Parliament Buildings. This year 20 Northern Ireland public service organisations have achieved 41 Charter Marks and the event was organised to recognise and celebrate their success.

Charter Mark achievers must demonstrate that they are committed to improving the service offered to their customers by consulting regularly with them and being flexible and innovative in their approach to service delivery.

David Hanson said:

“You should all be very proud of what you have achieved. You are part of a growing elite in the public services who have achieved Charter Mark. The public demand the very best in public services and Charter Mark has been fundamental in raising standards and promoting best practice.

“In Northern Ireland we now have more than 100 organisations which hold Charter Mark. This is proportionally higher than in the rest of the UK and I believe this reflects a strong customer service ethos among public sector organisations here.”

The Minister highlighted the work of the Northern Ireland Housing Executive, which has achieved Charter Mark for all 37 of its District Offices. The Northern Ireland Court Service has also achieved Charter Mark recognition for all 21 of its Court Offices.

“You are an inspiration to the rest of the public sector”

,he told staff attending the event.

Notes to editors:

Background to Charter Mark

1. Charter Mark is a UK wide scheme, which is administered by the Cabinet Office and promoted in Northern Ireland by the Public Service Improvement Unit. In existence as an award scheme for excellent customer service since 1992, the scheme was reviewed in 2002/03 and relaunched in 2004 as the National Standard for Customer Service. Organisations hold the standard for three years, with yearly surveillance visits from the Assessment bodies to ensure consistency of high service standard delivery.
2. Criteria for assessment against the standard fully reflect the Government's drive to reform public service delivery by challenging organisations to set and publish standards and be accountable to their customers for those standards. The standard encourages innovation and service improvement. Charter Mark achievers are standard–bearers for customer–focused improvements in public service delivery.
3. In 2005 John Hutton, the previous Chancellor of the Duchy of Lancaster, commissioned Bernard Herden, former Chief Executive of the UK Passport Service, to undertake a review of Charter Mark. The review reported in June 2006, recommending that Charter Mark should be positioned to play an important role in the broader landscape of service transformation and the reform of public services to meet rising and changing public expectations. The Government has welcomed the review report and the Cabinet Office is preparing to launch the revised and rebranded standard in 2007.
4. Download the list of the 41 Charter Marks achieved by Northern Ireland public service organisations in 2006 .
5. The contact details for this press release are:
   Mrs Sharon Henderson
   Public Service Improvement Unit
   Tel: 028 90 816027
   E mail: sharon.henderson@dfpni.gov.uk