Citizen‘s Charter - GIVING STAFF OF PUBLIC AGENCIES A VOICE: A CHECKLIST OF SUCCESS FACTORS FOR STAFF SURVEYS

Citizen‘s Charter

Modernization of Public Administration Department (Odbor modernizace veřejné správy)

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Promotion and communication of the Charter

A joint initiative of the OECD and the European Union, principally financed by the EU

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Elke Löffler and Salvador Parrado
Governance International and Spanish Distance Learning University

Why you should promote and communicate the charter

The charter will be used if it is known among target groups
The knowleadge of the charter will set the service unit under pressure
The communication of the charter will enhance its credibility
The staff of the organisation will know the exact content of the charter and the likely implications for their work

Methods of communication (external)

Depending on the nature of the charter, its promotion could use different channels among users and potential users…

Advertising the charter in the media (local newspaper, radio, city council newsletter… )
S ending a letter from the major to households
Placing the charter in municipal and non-municipal offices

S takeholders that might be co-producers of the service (i.e. builders for building permits… ) might require ad hoc meetings with municipal staff

Methods of communication (internal)

Depending on the nature of the charter, the communication of the charter could use different channels…

Meetings with the staff of the unit in which the charter is going to be launched, even if their work is not affected by the charter.
E-mail, intranet, or internal mail to the rest of the organisation.
Meetings with the heads of other units and working sess ions with those managers whose work is or could be affected by the charter. (… )