Annual reports of agencies include performance information and are available to the public. Performance information is reported to departments in relation with preparation of the budget. Performance against targets of all agencies is published in an annual Next Steps Review. The Audit Commission publishes comparative performance information on local government and the National Health Service. Service standards are a central element of the Citizen's Charter program.
All standards are to include an explicit statement for the services users can reasonably expect.
Customer surveys is one of the ways to consult users. Users' views and priorities should influence the development of standards. A number of agencies have or are seeking formal certification or accreditation of their quality management systems. Departments are required to undertake ongoing evaluation of programmes. Guidance is provided by the Treasury.