The Government response to the independent report by Bernard Herdan - 'The Customer Voice in Transforming Public Services' has been published. The Government thanks Mr Herdan and welcomes the report recommendations.
The Government fully supports the main recommendation in the report that a new national standard for customer service should be developed which is based on the key drivers of satisfaction. Work to develop the new standard is now ongoing in preparation for its launch in 2007. Consultations and discussions with key stakeholders have confirmed the level of support for a new standard and the positive part it will play in helping to transform public services to the benefit of all users.
The report focused on the need for public services to develop the necessary skills to enable them to be more citizen-centred and responsive.
Cabinet Office Minister, Pat McFadden said:
'I welcome Mr Herdan's recommendations for a new customer service standard. His report plays an important part in ensuring that everyone has access to efficient and effective public services - this in turn feeds into to the government's wider goals of social justice and a better quality of life for all.'
All Charter Mark holding organisations have been informed of the publication of the Government's Response, a copy of which is available at http://www.cabinet-office.gov.uk
Interested stakeholders and Charter Mark holders can also email their comments on the Government's Response to cmreviewteam@cabinet-office.x.gsi.gov.uk
Notes for editors
Bernard Herdan is the Executive Director of Service Delivery, for the Identity and Passport Service.
In the speech to the Social Market Foundation in August 2005 former Chancellor of the Duchy of Lancaster, John Hutton, advocated the development of a new customer service standard and initiated the review.
