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GUIDE ON DEVELOPING SERVICE STANDARDS

GUIDE ON DEVELOPING SERVICE STANDARDS . Contents 1. Background .. 3. 2. Why the GUIDE / Toolkit?.. 4. 3. SERVICE Delivery Planning Value Chain Components .. 4. 4. Definition and types of SERVICE STANDARDS .. 5. 5. Guidelines for setting STANDARDS .. 6. 6. Step-by step GUIDE to setting SERVICE STANDARDS .. 7. 7. Set STANDARDS .. 7. Empower 10. Manage STANDARDS .. 10. Communicate and Reward .. 10. Conclusion .. 10. Templates .. 11. References .. 12. Page 2 of 12 DPSA - Toolkit on SERVICE STANDARDS October 2011. 1. Background Government Departments, as SERVICE providers, have both a legal and moral responsibility to deliver the best possible services to the public.

A Service standard is a reasonable and measurable expectation from the side of the recipient, and an honest commitment by the service provider, to meet or exceed that expectation. A service standard has qualitative aspects, such as: Appropriateness – refers to the service

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