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ARCHIVED - Literature Review on Service Standards


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Table of Contents

1.0 Introduction

1.1 The Role Of Service Standards
1.2 Outline Of Literature Review

2.0 What are Service Standards
3.0 How to Develop a Service Standard
4.0 Issues Related to Development and Implementation of Service Standards
5.0 Metrics - Issues/Hurdles/Barriers Related to Monitoring and Measuring service Standards
6.0 Conclusions

Annex A - Written Material and Websites Referenced
Annex B - Best Practices - Service Standards 

Australia - Service Standards for Health Insurance Commission 
United Kingdom - Service Standards for the Inland Revenue Taxpayers 
United States - Service Standards for the Environmental Protection Agency

Footnotes