Transparency is important, and we support the idea that each area of public service should have a charter setting out the standard of service that users can expect. But it is essential that charters are useful and accessible. They are of little use if they are vague or incomprehensible, or focus on things that users consider irrelevant or unimportant. That is why in 1998 we produced a guide to preparing national charters to help organisations wishing to introduce a charter or review an existing one. This edition has been updated to reflect both the challenges set out in the Modernising Government White Paper, and the knowledge that we have gained in the last two years as more and more public sector organisations have developed charters.
Charters are a valuable tool for improving services.
We hope that this guide will improve the quality of charters that cover national services, and make them more meaningful to the millions who use them. Build a partnership with users, staff and other service providers Produce a plan for taking the work forward. Tell users, staff and other providers that you intend to develop a charter and consider with them how they will be involved. Collect relevant information Establish what aspects of your service matter most to users from available information and by asking them. Circulate draft charter Produce a draft charter to show users, potential users, staff and other organisations, and decide how to incorporate their views.