Setting, monitoring and publishing clear standards of service that individual members of the public can reasonably expect.
Providing information about public services in a straightforward and open manner which is readily understandable.
Providing a courteous and helpful service which is run to suit the convenience of those entitled to the service; services being provided by public servants who can be identified readily, through wearing name badges, by their customers.
Ensuring that there is regular consultation with those who use services and, having taken their views and priorities into account, providing a choice wherever possible.
Providing details of performance against targets and identifying who is responsible.
Disclosing how public services are managed, and the cost and performance of specific services.
Ensuring that services are available and applied equally to all.
Publicizing straightforward complaints procedures with independent reviews where possible.
Providing, where errors have been made, an apology, full explanation and early correction of the error.
Providing efficient and economic public services within affordable resources.