Citizen‘s Charter

Introduction of the participants (interactive session)

Purpose: 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. We also want to assess where the organisations represented by the participants stand in their quality journey.

The results of this session will be analysed by the trainers and be made available to all participants after the first seminar.

1. Please get together with a participant from a different organisation and interview your colleague on the following issues:
   1. What kind of services is his/her department or unit providing and what is his/her role in the unit or department?
   2. Why did he/she decide to participate in the charter programme?
   3. What does he/she expect to learn in this programme?
2. Please interview each other and fill in the answers on the attached sheet (in English if possible, but Czech is fine as well).
3. Please report briefly the responses of your partner in the plenary session.

This exercise will take place in the second session of the seminar on "Objectives of the pilot programme on service charters".

1. Please get together with your former interview partner and ask him/her about:
   1. What his/her department or unit expects to achieve with the development and use of service charters?
   2. How the charter initiative fits into the existing modernisation and quality initiatives of the organisation?
   3. What performance indicators would suggest the success of the charter initiative?
2. Again, please fill in the answers below and report back to the plenary.

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