Charter Mark
The Charter Mark is the government's own quality recognition awarded to public service organisations that demonstrate exceptional standards in customer service.
We were particularly pleased therefore to be awarded in mid 2000 a contract to administer the applications and assessment process for the award.
We appoint and manage Charter Mark assessors who must meet the Cabinet Office requirements as well as those of GSL. Through this national network of approved assessors we undertake desktop and on-site evaluation of applicants' service and provide comprehensive reports to the independent judging panel.
We operate an information help desk for applicants detailing the steps in the application and evaluation process and have developed a relational database which holds detailed records of applicants, the progress of their applications, and the assessors and verifiers who undertake the assessment process.
The contract award resulted from our ability to demonstrate to the Cabinet Office an understanding of the ethos and principles of Charter Mark an innovative approach to managing the process and a commitment to the highest quality standards.
In 2003 the Cabinet Office announced significant changes to the Chapter Mark criteria and to support these an innovative approach to providing assessment and awards to applicant organisations. We have been appointed by the Cabinet Office as a supplier for these new services. We will earn revenue not from the Cabinet Office but from our ability to sell our services in the open market against other assessment bodies.
www.chartermark.gov.uk