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Service Standards: a Guide to the Initiative

Table of Contents

PART 1 -- INTRODUCTION

What are service standards?
Principles in developing service standards

PART 2 -- DEVELOPING SERVICE STANDARDS: STEPS TO CONSIDER

1. Know your business
2. Consult with clients and staff
3. Set client-sensitive service standards
4. Empower and train service providers
5. Communicate service standards and report to clients on performance
6. Manage to service standards and for service quality
Implementing Service Standards

PART 3 -- AN IN-DEPTH LOOK AT SERVICE STANDARDS

1. Descriptions of the service
2. Service pledges
3. Specific delivery targets
4. The costs of delivering the service
5. Complaint and redress mechanisms
6. Service standards in light of potential Crown liability

PART 4 -- MANAGING TO SERVICE STANDARDS

Develop performance measures
Continually improve delivery systems and service standards
Develop a service quality improvement plan
TBS expectations for managers and employees

PART 5 -- CONCLUDING REMARKS

A. "Service" in the Public Sector
B. A Declaration of Quality Service
C. Bibliography
D. Service Standards: An Example