## Citizen‘s Charter

Modernization of Public Administration Department (Odbor modernizace veřejné správy)
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### Elements of a Charter

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#### Elke Löffler and Salvador Parrado
Governance International and Spanish Distance Learning University
28th November 2006

Source: Client Service Charter Principles, Commonwealth of Australia, 2000

#### Objectives of the charter

Service charters are intended to ensure that organisations:

- Focus on clients
- Manage the expectations of clients
- Measure and assess performance
- Initiate performance improvement not just of processes but also of outcomes

#### What are the key elements of a Charter?

- Information: Clarity about who is eligible, when and where the service is available, any pre-requisites (e.g. papers to bring with you)
- Standards: Committments on the level and quality of service to which users are entitled.
- Redress: How to complain and what redress to expect in the case the service deliverer falls short of the standards it promises

#### Elements of a Charter

- what the organisation does;
- contact and communication with the agency;
- the standard of service clients can expect;
- clients’ basic rights and responsibilities;
- how to make a complaint.

#### What the organisation does

- organisation’s name and logo;
- what the organisation or program covered by the Charter does;
- who the clients or potential clients are;
- relationship to parent organisation.

#### Contact and communication with the agency

- relevant contact details; postal or street address, phone, fax, email and Web site;
- hours of opening;
- online services whenever applied

#### The standard of service clients can expect

- the quality of the relationship with the client (compliance, advice, staff manner);
- the quality of the services provided (responsiveness, clarity, accuracy, appropriateness)
- the timeliness of service delivery (speed and availability of service).

#### Clients’ basic rights and responsibilities

- the right to review, appeal and complain; to privacy, confidentiality, and to see information related to the service or user
- the obligation to treat organisation staff with courtesy; to attend scheduled appointments punctually; to respond to requests for information by the organisation accurately, thoroughly and in a timely manner;

#### How to make a complaint a complaint

- A service charter must contain information on the feedback and complaints processes.
  (with attention to the following aspects)

- procedure
- ease of use
- instrument for service improvement