The Customer Service Excellence, (previously the "Charter Mark") is an
accreditation for organisations, intended to indicate an independent
validation of achievement.
4 See also
6 External links
The Charter Mark was an award demonstrating the achievement of
national standard for excellence in customer service in United Kingdom
public sector organisations. Introduced in 1991, it was replaced in
Customer Service Excellence standard, with the last issued
Charter Marks expiring in 2011. The Charter Mark was one of the
consequences of a political initiative, the Citizen's Charter, by
John Major in 1991, to improve the face of government.
In 2005, the system was reviewed, and it was recommended the scheme be
replaced. Accordingly, the
Customer Service Excellence standard was
launched, and a phased transfer was initiated. Applications for
Charter Marks were officially closed on 30 June 2008, with the
official final validity date becoming 30 June 2011.
The scope of public sector organisations includes departments of local
councils, voluntary organisations having more than 10% public funding,
and also private subcontractors on public contracts. It also includes
public transport operators and the gas, electricity and water
utilities. A number of Park and Ride bus schemes gained Charter Marks,
displaying the mark on their buses.
The first Council in the UK to achieve the Corporate Customer Service
Excellence award was Fenland District Council,Cambridgeshire, see
Customer Service Excellence Standard is made up of 5 criteria with
57 elements in total. Assessment is carried out via a desktop review
by an authorised assessor followed by an on site visit lasting one,
two or three days (sometimes more) depending on the size of the
department or organisation being assessed. As well as viewing physical
documentation, and carrying out observations, the assessor speaks to
customers, staff and partners to review the company's attitudes and
working practices along with details of their customer focussed
initiatives and performance.
^ Cabinet Office FAQ page Archived 2007-10-06 at the Wayback Machine.
Accessed 5 September 2008
^ Fotopic image of an Ipswich Park and Ride bus prominently displaying
the Charter Mark[permanent dead link]
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