Customer Communications Toolkit for the Public Service

The Customer Communications Toolkit for the Public Service was developed by the Quality Customer Service Network, in collaboration with the Centre for Excellence in Universal Design in the National Disability Authority. The toolkit includes guidance on general writing style principles, verbal and non-verbal communications, design of forms and documents, web and social media content and how to display signage.

The toolkit recently received an award from the National Adult Literacy Agency (NALA) for best use of Plain English by an organisation, and has been distributed widely across the public service.

 

Guidelines for Customer Action Plans and Charters

The Customer Charter Initiative was launched in December 2002 as part of the Quality Customer Service Initiative. Customer Action Plans and Charters describe the level of service a customer can expect from a Government Department or Office, and set out the process by which these standards are assessed and evaluated. More information on the Customer Charter Initiative can be found here. Quality Customer Service Officers, who attend meetings of the Quality Customer Service Network, oversee customer service standards in their organisation, including producing Customer Action Plans and Charters.

In December 2018, the Department of Public Expenditure and Reform published a revised and updated Guidelines for Customer Action Plans and Charters under Our Public Service 2020.

These revised and updated Guidelines give Public Sector organisations a practical guide to producing Customer Action Plans and Charters, and have reflect both commitments to Our Public Service 2020, and developments in customer service delivery.


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