Charter Mark
The Charter Mark is the UK Government’s national standard for the improvement of customer service within the public sector, and is about putting customers first and promoting choice flexibility and innovation in public services. It fits with the Government's agenda for public service reform by focusing on 6 key criteria:
Criteria
- set standards and perform well
- actively engage with customers, partners and staff
- be fair and accessible to everyone and promote choice
- continuously develop and improve
- use resources effectively and imaginatively
- contribute to improving opportunities and quality of life in local communities
Charter Mark focuses on the service the customer actually receives - organisations can determine what their customers want and how that can be delivered effectively. It is a recognition of the excellence in customer service that organisations have achieved and demonstrates the high level of service that can be expected.
Along with the main aim of improving customer service, Charter Mark holders report that success has a positive impact upon staff morale by acknowledging their commitment to customer care and the service they actually deliver.
Glasgow Libraries was awarded Charter Mark status in November 2006. The award is valid for 3 years and regular visits or ‘health checks’ take place to ensure that this Standard is being maintained.
