Camridgeshire County Council in the UK has developed a customer charter with a difference.
Many customer service policies are developed and then "thrown in a cupboard" in a figurative if not literal sense. Some do have benchmarks and performance indicators built in for some level of accountability.
In practice though, as with many business policies, customer service charters are written because they need to be done, rather than to be used as working documents. They are often reviewed annually rather than referred to on an ongoing basis.
The Cambridgeshire model involved custome
rs and clients in the process. While this hapens elsewhere as well, this charter has all the hallmarks of a true working document.
It states as much, so there is a level of accountability to the community, to those who were consulted, and to those on the task force.
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