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ARCHIVED - Literature Review on Service Standards
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Annex A - Written material and Websites referenced
Written Material
Achieving Common Service Standards, External Validation of Phase 1 Standards, Final Report, June 1999, Carr-Gordon Ltd. and Erin Research Inc.
Barnes, James G., Secrets of Customer Relationship Management. McGraw-Hill, New York, 2001.
Client Service Charter Principles, Service Charters Unit, Competitive Tendering and Contracting Branch, Department of Finance and Administration, Australia, June 2000.
Ctizens First, Erin Research Inc., 1998.
Developing and Implementing Service Standards, BMB Consulting Services Inc., April 5, 2001.
Evaluation of the Quality Service Pilot Projects and Common Service Standard, Final Report, June 11, 1999, Carr-Gordon Ltd. and Erin Research Inc.
Operationalizising Citizen's Charters - The Use of Service Standards in Canada, presented to the International Conference on Good Governance, November 30 - December 1, 2000.
Report of the Auditor General of Canada - September, 1996 - Chapter 14.
Report of the Auditor General of Canada - April, 2000 - Chapter 1.
The Service Edge, Ron Semke, Penguin Books, New York, NY, 1989,
Towards Citizen-Centred Service Delivery: A How-to Guide for the Service Improvement Initiative, Innovation and Quality Services Division, Treasury Board Secretariat, 2000.
Websites
United States Government on line Library
http://afr-sd.org:8000/reson/Training/CustomerFocus/customerfocus.html (page not
found)
Service Standard Principles of the United States Evironmental Protection
Agency
http://www.epa.gov/customerservice/standards.htm
Australian Government Service Charters
http://www.hic.gov.au/
United Kingdom Government and Service Charters
http://www.hmrc.gov.uk/index.htm
Draft White Paper On Transforming Public Service Delivery, 9 May 1997.
(link not available)
Good Practices in Service Improvement, Planning and Implementation,
TBS web site
http://www.tbs-sct.canada.ca/si-as/index-eng.asp
How To Improve Customer Service, the ACA Group.
http://www.theacagroup.com/customerservice.htm