What is Charter Mark?

Charter Mark is a unique national customer service standard that offers public sector organisations the opportunity to work through a customer focused improvement programme and be recognised for providing excellent customer service. Charter Mark remains the choice for public service organisations seeking to meet their users’ needs, with the Government’s agenda for reform of public services giving renewed impetus to the drive for greater choice, flexibility and value for customers.

Charter Mark is unique in that it focuses on outcomes – the service actually provided to the customer. It also acts as a quality improvement tool; the emphasis on self-assessment encourages organisations to focus upon their strengths and strive for continuous improvement. Central to the scheme are the six Charter Mark criteria. These were updated in 2003 in line with the views of users and Government. The revised criteria are based upon the Government’s four principles of public services reform and focus on:

• Setting standards and performing well

• Actively engaging with customers, partners and staff

• Being fair and accessible to everyone and promoting choice

• Continuous development and improvement

• Effective and imaginative use of resources

• Contributing to improving opportunities and quality of life in the community

The Service first received Charter Mark accreditation in 1998. This was followed by re-accreditation in 2001 and 2004.