The Citizen's Charter was a British political initiative launched by the then
prime minister
A prime minister, premier or chief of cabinet is the head of the cabinet and the leader of the ministers in the executive branch of government, often in a parliamentary or semi-presidential system. Under those systems, a prime minister is ...
,
John Major
Sir John Major (born 29 March 1943) is a British former politician who served as Prime Minister of the United Kingdom and Leader of the Conservative Party from 1990 to 1997, and as Member of Parliament (MP) for Huntingdon, formerly Huntin ...
, on 22 July 1991, less than a year into his premiership.
Aims
It aimed to improve
public services
A public service is any service intended to address specific needs pertaining to the aggregate members of a community. Public services are available to people within a government jurisdiction as provided directly through public sector agencies ...
in the UK by:
*Making administration accountable and more user-focused.
*Ensuring transparency and the right to information in an open and easy to understand manner.
*Taking measures to improve performance in the civil service.
*Adopting a stakeholder approach.
All public services, from hospitals to prison services, local government offices to fire services, would have to publish clear targets for levels of service.
NHS patients would have guaranteed time limits for all consultations,
and there were individual Charters for schools,
housing tenants
and motorists.
Those bodies that were meeting their defined standards were granted a "
Charter Mark
The Customer Service Excellence, (previously the "Charter Mark") is an accreditation for organisations, intended to indicate an independent validation of achievement.
History
The Charter Mark was an award demonstrating the achievement of ''nationa ...
".
The charter ensures the following:-
:1) quality by improving services
:2) choices for the user
:3) standards specifying what to expect within a time frame
:4) value for the taxpayers' money
:5) accountability of the service provider
:6) transparency in rules and procedures
:7) proper code of conduct and grievance redressal mechanism.
Dennis Kavanagh
Dennis Kavanagh (born 27 March 1941) is a British political analyst and since 1996 has been Professor of Politics at the University of Liverpool, and now Emeritus Professor. He has written extensively on post- war British politics. With David Bu ...
described Major's motivation for this policy as his new perspective on public services. Having rejected privatisation of health and education, he wanted to raise the standing of the services and insisted that consumers should be treated more sensitively.
Reception
Overview
The initiative was criticised by some for claiming to improve public services while reducing the money available for them, and for introducing private methods of management in the public sector. It was also claimed that the result was a "box-ticking mentality" concentrating on the measurable, rather than on the individual users of services. Many in Major's own government were lukewarm about the initiative. Some elements of the Charter idea were also unsuccessful, notably the much-derided "
Cones Hotline".
However, many have since praised the initiative as improving the culture and transparency of the public sector.
All new applications for Charter Marks were officially closed on 30 June 2008 and the scheme was terminated in 2010, with the officially declared final validity date being 30 June 2011.
It was replaced with a similar
Customer Service Excellence scheme.
Sources
BBC "On This Day"
References
Programmes of the Government of the United Kingdom
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