General Principles

STANDARDS

Setting, monitoring and publishing clear standards of service that individual members of the public can reasonably expect.

INFORMATION

Providing information about public services in a straightforward and open manner which is readily understandable.

COURTESY AND HELPFULNESS

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.

CONSULTATION AND CHOICE

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.

ACCOUNTABILITY

Providing details of performance against targets and identifying who is responsible.

OPENNESS

Disclosing how public services are managed, and the cost and performance of specific services.

NON-DISCRIMINATION

Ensuring that services are available and applied equally to all.

QUALITY OF SERIVCE

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.

VALUE FOR MONEY

Providing efficient and economic public services within affordable resources.