House of Commons

Session 2007-08 Publications on the internet Public Administration Committee Publications

Public Administration - Twelfth Report Here you can browse the report together with the Proceedings of the Committee. The published report was ordered by the House of Commons to be printed 15 July 2008. Contents Terms of Reference Summary 1 Introduction Background 2 The Citizen's Charter The Citizen's Charter: background Service First Impact of the Citizen's Charter 3 The Charter Mark and user satisfaction with public services The Charter Mark: background The Herdan review: the Charter Mark and customer satisfaction Raising service standards and user satisfaction 4 Entitlements to public services: Public Service Guarantees Creating entitlements to public services Universal minimum standards of provision Rights, responsibilities and resources Setting levels of entitlement Empowering people to take up entitlements Enforcement and redress 5 Conclusion Conclusions and recommendations Formal minutes Witnesses List of written evidence List of Reports from the Committee during the current Parliament

© Parliamentary copyright 2008	Prepared 22 July 2008