Part 1
Other Related Documents
PART 1 -- INTRODUCTION
What are service standards? Principles in developing service standards
PART 2 -- DEVELOPING SERVICE STANDARDS: STEPS TO CONSIDER
1. Know your business 2. Consult with clients and staff 3. Set client-sensitive service standards 4. Empower and train service providers 5. Communicate service standards and report to clients on performance 6. Manage to service standards and for service quality Implementing Service Standards
PART 3 -- AN IN-DEPTH LOOK AT SERVICE STANDARDS
1. Descriptions of the service 2. Service pledges 3. Specific delivery targets 4. The costs of delivering the service 5. Complaint and redress mechanisms 6. Service standards in light of potential Crown liability
PART 4 -- MANAGING TO SERVICE STANDARDS
Develop performance measures Continually improve delivery systems and service standards Develop a service quality improvement plan TBS expectations for managers and employees
PART 5 -- CONCLUDING REMARKS
ANNEXES
A. "Service" in the Public Sector B. A Declaration of Quality Service C. Bibliography D. Service Standards: An Example
