PHILOSOPHY FOR PUBLIC SECTOR REFORM Government's ...

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White Paper on Public Sector ReformInformation given to customers should be full, accurate and be readilyavailable on services which are being provided. Targets should bepublished, together with information on results achieved. Whereverpossible, information should be in comparable form, so that there is apressure to emulate the best.9:2:4 ChoiceThe public sector should provide choice wherever practicable. Thepeople affected by services should be consulted. Their views about theservices they use should be sought regularly and systematically to informdecisions about what services should be provided.9:2:5 Non-discriminationServices should be available to all regardless of race or sex or disability.9:2:6 AccessibilityServices should be run to suit the convenience of the customers, notstaff. Flexible opening and closing hours and telephone enquiry pointsthat direct callers to someone who can help them should be available.9:2:7 Better RedressEach customer is entitled to a proper explanation and apology when theservice goes wrong. The complaints procedure should be wellpublicized and be readily available. Problems should be corrected andmistakes not repeated. Where feasible, redress should take into accountalternative forms of compensation for very poor quality service delivered
White Paper on Public Sector Reformto the detriment of the client.9:3 IMPLEMENTATION OF CUSTOMER CHARTERSIn the public sector reform programme, government agencies will develop andimplement Customer Charters which will give guidance to users of theirservices.The Ministry of the Civil Service has already mounted a series of workshopson implementing customer charters for personnel in leadership positions from21 government agencies, with some assistance from the CommonwealthSecretariat. Further seminars will be held to develop national charters forrevenue collection, tourism and health sectors. Departmental charters will alsobe developed. These charters will result from an analysis of the activities ofthe department and the identification and institution of requisite training tosupport a Charter programme.The Ministry of the Civil Service will put appropriate arrangements inplace to coordinate the action being taken by agencies applying thecharter principles to their own organisation. It will also increase trainingin this activity both locally and abroad to secure the implementationsuccess.9:3:2 Commitment to Charter ImplementationThe Government is committed to implementing the Customer Charter
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