Customer voice in transforming Public Services: the Government responds
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The Government thanks Mr Herdan and welcomes the report recommendations.
The Government fully supports the main recommendation in the report that a new national standard for customer service should be developed which is based on the key drivers of satisfaction. Work to develop the new standard is now ongoing in preparation for its launch in 2007. Consultations and discussions with key stakeholders have confirmed the level of support for a new standard and the positive part it will play in helping to transform public services to the benefit of all users.
The report focused on the need for public services to develop the necessary skills to enable them to be more citizen-centred and responsive.
Cabinet Office Minister, Pat McFadden said:
'I welcome Mr Herdan's recommendations for a new customer service standard. His report plays an important part in ensuring that everyone has access to efficient and effective public services - this in turn feeds into to the government's wider goals of social justice and a better quality of life for all.'
All Charter Mark holding organisations have been informed of the publication of the Government's Response (see links below).
Bernard Herdan is the Executive Director of Service Delivery, for the Identity and Passport Service.
Related links to this article:
Cabinet Office
The Customer Voice in Transforming Public Services: Government response [PDF 276KB, 10 pages]
The Customer Voice in Transforming Public Services: Government response [MS Word 79KB, 10 pages]
The Customer Voice in Transforming Public Services - is at this link in pdf format
Background information to this article:
Interested stakeholders and Charter Mark holders can also email their comments on the Government's Response to
cmreviewteam@cabinet-office.x.gsi.gov.uk
Finalists in the e-Government National Awards 2006
The Local Authority National Survey is now underway, asking all UK councillors and senior staff at the 467 UK Local Authorities their views and plans for 2007-8. The results identify Local Authority plans for investment in shared services to deliver the vision in the Local Government White Paper. Tickets are still available for the 17th Jan e-Government National Conference where the results will be announced.
89 finalists in 11 categories in the e-Government National Awards 2006 have been announced. The Awards recognise and praise the best strategies, achievements, teams and individuals in UK e-Government. Judging takes place shortly and finalists will be announced the first week of November. The Awards will be presented at a prestigious dinner at the Savoy in London on 17th January 2007. For details of booking seats at the dinner and conference please see this link.
The Awards are supported by the Cabinet Office e-Government Unit, the Office of Government Commerce, the Society of Information Technology Management (Socitm), and SOLACE (Society of Local Authority Chief Executives and Senior Managers). Platinum sponsor is KPMG, and also a sponsor are SunGard and O2.
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