Service Charters [Nome del progetto] [Nome del relatore]

A “Public Service” is… Provided by a public body Provided by a public body In the general interest In the general interest Universal Universal All citizens All citizens equal access equal access same price same price

A Service Charter is… A public document A public document Stating the basic rights of the citizen Stating the basic rights of the citizen and principles governing the provision of services to users and principles governing the provision of services to users in a public office in a public office A statement, not a legal document! A statement, not a legal document!

A Service Charter: clearly identifies the Court, the Court’s purpose, its client base and its services. clearly identifies the Court, the Court’s purpose, its client base and its services. establishes channels of communication between the Court and its clients. establishes channels of communication between the Court and its clients. set out the agency’s client service standards and client rights and responsibilities. set out the agency’s client service standards and client rights and responsibilities. sets ways to obtain feedback and handling client enquiries and complaints. sets ways to obtain feedback and handling client enquiries and complaints. is developed in consultation with clients, staff and other key stakeholders is developed in consultation with clients, staff and other key stakeholders is periodically monitored and reviewed is periodically monitored and reviewed

Key Words Service Service Transparency Transparency Accountability Accountability Measurability Measurability Communication Communication Participation Participation User-friendliness User-friendliness Learning and improving Learning and improving

What in? 1. Basic Informations about the Court 2. Services Provided 3. Service Standards 4. Channels of Communication 5. Citizens’ rights and responsibilities 6. Citizen’s feedback and complaint

1) Who we are? a title that clearly identifies the document as a Client Service Charter; a title that clearly identifies the document as a Client Service Charter; Basic info about the Court Basic info about the Court Name of people working in Name of people working in Vision Statement Vision Statement Who are the clients (actual or potential) Who are the clients (actual or potential) Who are the stakeholders Who are the stakeholders

Clients Vs. Stakeholders Clients: those to whom Court directly provides services (internal + external) Citizens Lawyers Judges Employees Prisoners Stakeholders: those who have an interest in the successful operation of the Court community groups other government agencies business groups people with additional or diverse needs Exercise: try map the Clients and Stakeholders of your Court

2) What we do? Mission Statement Mission Statement Statement of purpose of the Charter Statement of purpose of the Charter List of services provided List of services provided the date of Charter publication and the date of Charter publication and the date of the next review the date of the next review A Mission Statement is …. A Mission Statement is ….

3) How we do it? Guaranteed standard ≠ Target standard (your promises ≠ your objectives) Guaranteed standard ≠ Target standard (your promises ≠ your objectives) Two sets of Standards: Two sets of Standards: the quality of the relationship with the client the quality of the relationship with the client the quality of the services provided the quality of the services provided The quality of the delivery The quality of the delivery

3a) Standards of relationship explain clearly what the client needs to do to achieve a result; explain what are their rights and responsibilities guarantee staff manner and interpersonal skills: friendliness, helpfulness, respect, sensitivity to the clients’ individual needs, identifying themselves, explaining, listening carefully to the client

Improve your standards of relationship!

3b) Quality of Services (QoS) Basically, a service is an answer to a question. Helpful (e.g. prompt referrals, availability of help in emergencies); Clear (e.g. of letters, forms and publications, processes and other product information) Understandable (by people with disabilities); Accurate (e.g. of advice, information, payments or filled order); Complete and Appropriate (e.g. fit to clients’ needs and circumstances).

3d) Quality of delivery (QoD) continuity continuity equal access; equal access; affordable costs; affordable costs; social, cultural and environmental acceptability. social, cultural and environmental acceptability.

3c) When we do it? The timeliness of service delivery. The timeliness of service delivery. Define how much time a client will wait for a service to be delivered Define how much time a client will wait for a service to be delivered Quantitative standard Quantitative standard responding to client contacts (e.g. letters, s, phone messages); processing (e.g. registration, applications); emergency service (e.g. help where no appointment has been made); telephone service (e.g. time to get through to a staff member, phone appointments); complaint resolution.

4) How to find us? Clearly state all channels of Communications between Court and Public Clearly state all channels of Communications between Court and Public how to give feedback on the charter itself how to give feedback on the charter itself

5) Clients rights and responsibilities the right to review and appeal; the right to lodge a complaint; the right to privacy and confidentiality; the right to have informations; the right to access services, facilities and information in a manner which meets their needs. to treat Court staff with courtesy; to attend scheduled meetings punctually; to respond to requests for information by the agency accurately, thoroughly and in a timely manner; to abide by any legal requirements and other obligations that clients are to meet in order to be eligible for services sought.

6) Be open to Feedbacks and Complaints… A service charter must contain information on the feedback and complaints processes and make clear: that the agency welcomes feedback (complaints, compliments and suggestions); how to make a complaint, including relevant postal and addresses, and phone and fax numbers. Include options (e.g. in person, comment card, on-line feedback form, by phone, letter, a TTY phone number for people who are deaf, hearing or speech impaired); how to give feedback specifically about the Charter itself; that the feedback and complaints handling process is accessible, easy to use and free; that the Court records data on complaints, compliments and suggestions and this is used to help improve client service; that using the agency’s complaint handling system does not prevent the client from using appeal mechanisms at any time and should list contact details for these services; … and sometimes you’ll get Compliments!

Part 2: How to develop a Service Charter Drafting Promoting Collecting feedback Reviewing Consulting = Learning

2.1 Consultation Process In preparing a service charter, Court Administrator should consult with clients, staff and other key stakeholders in relation to: selecting service standards for inclusion in the Charter; setting service guarantees; determining the amount and level of detail in a charter; deciding how performance against the Charter standards and commitments will be measured and monitored Client + Stakeholders = Talk to and Meet with

2.2 Charter format and style = make it readable and understandable by everybody = make it readable and understandable by everybody plain language style of presentation; plain language style of presentation; avoid legal jargon avoid legal jargon a concise, straightforward and user-friendly presentation; a concise, straightforward and user-friendly presentation; accessible formats: accessible formats: languages other than Ukrainian languages other than Ukrainian accessible websites accessible websites braille braille audio tape audio tape large print large print a design that meets the needs of a wide client base (i.e., good contrast between text and background; use of colour; size of text; and no background images under text); a design that meets the needs of a wide client base (i.e., good contrast between text and background; use of colour; size of text; and no background images under text);

2.3 Launch and publicity a high-profile launch by the Minister or appropriate dignitary; a media campaign and an ongoing communications strategy; communication and distribution of the Service Charter to all staff, clients and stakeholders; distributing the charter to all client contact points; placing it on the Court’s Web site.

3. Maintenance and review A Service Charter is a living document of a living organisation A Service Charter is a living document of a living organisation Learning lessons is a way to improve your service, and the Charter itself Learning lessons is a way to improve your service, and the Charter itself

Ask yourself: What have we learned since the first SC? What have we improved in the while? Does it still reflects reality? the Court’s approach to client service the needs and priorities of the clients and key stakeholders Is the current content accurate? Is the format, design and availability what client needs? What was the feedback collected? Do we have to make changes to the complaint handling processes?

Monitor … Standard Standard Client’s feedback and complaints Client’s feedback and complaints Feedback on the SC Feedback on the SC  Performance  Response  Review … and report !!!

A Service Charter is a learning process About your Court’s service About your Court’s service About the needs of your clients and stakeholders About the needs of your clients and stakeholders