Common Metrics
All public sector entities that are part of the National Customer Service Programme are expected to assess their current levels of service delivery in light of the following Basic Customer Service Measures:
BASIC CUSTOMER SERVICE MEASURES
1. Establishment of information and complaints desks and procedures;
2. Strategic placement of mission statement;
3. Provision of information on services to customers through information brochures, publication on the mass media and through websites;
4. Identification of front-line staff through the wearing of name badges or company identification;
5. Re-evaluation of front-line positions to determine suitability and training;
6. Making the physical environment conducive for business(eg.: comfortable accomodations for staff and customers, water coolers, etc.);
7. Implementation of special lines for disabled/senior citizens
8. Installation of clear directional signs
9. Provision of choices for accessing services where possible(eg.: depositories, alternate payment locations, etc.)
10. Development and utilisation of instruments for customer feedback on service-delivery
11. Development of standards around core services
Public Sector Modernisation Division
Cabinet Office