Improving public services through service charters: Drafting and implementing Service Improvement Action Plans (SIAPs)
  (15.12.2006)

Elements of a Charter
  (15.12.2006)

A Charter for the Citizens’ Office (City Council of Gijón, Spain)
  (3.10.2006)

Promotion and communication of the Charter
  (3.10.2006)

Do we deliver what we promise?
Developing a robust performance measurement system
  (3.10.2006)

Objectives of the third seminar of the service charter project
11-12 September 2006
  (3.10.2006)

Assessing service quality – the benefits and limits of different assessment methods
  (3.10.2006)

Consulting with your staff Consulting with your staff on the draft on the draft charter
  (11.7.2006)

Regular meetings of the public with city management
  (11.7.2006)

Making complaints systems work
  (4.7.2006)

Consulting effectively with the target group(s) of your charter
  (4.7.2006)

GIVING STAFF OF PUBLIC AGENCIES A VOICE: A CHECKLIST OF SUCCESS FACTORS FOR STAFF SURVEYS
  (4.7.2006)

Second seminar, 19-20 June 2006
  (22.6.2006)

Kick-off seminar, 16-17 May 2006
  (22.6.2006)

Objectives of the second seminar of the service charter project
  (22.6.2006)

Workshop I, Objectives and performance indicators
Elke Löffler and Salvador Parrado   (12.6.2006)

Workshop II, Standards and Targets
Elke Löffler and Salvador Parrado   (12.6.2006)

Workshop III, Teambuilding
Elke Löffler and Salvador Parrado   (12.6.2006)

Improving customer orientation through service charters
Salvador Parrado and Elke Löffler   (12.6.2006)

Defining your key stakeholders
Some departments or organizational units may have several services, each with distinct client groups. Consequently, an agency may have one or several charters. It is important to determine at the very beginning of the charter pilot programme which group of clients are likely to benefit most from the development of a charter   (12.6.2006)

Introduction of the participants
The objective of this interaction session is to help the participants and trainers to get a good understanding of the motivation and expectations of each participant with regard to the charter pilot programme   (12.6.2006)

What will charters be like in practice?
The workshop will help participants to test their draft charters from a multiple stakeholder perspective   (12.6.2006)