Solutions

You need to show that your organisation:

• sets clear service and performance standards in consulting with customers;
• meets those standards;
• monitors and reviews performance against standards and publishes the results; and
• designs, puts into practice and monitors standards with as little unnecessary paperwork and administration as possible.

Criterion 2
Actively engage with your customers, partners and staff

You need to show that your organisation:

• actively works with (engages with) customers, partners and staff to make sure it delivers high-quality services;
• consults and involves present and potential customers of public services, partners and staff;
• is open, and communicates clearly and effectively in plain language and in a number of different ways; and;
• provides full information about services, their cost and how well they perform.

Criterion 3
Be fair and accessible to everyone and promote choice

You need to show that your organisation:

• makes services easily available to everyone who needs them, offering choice wherever you can;
• treats everyone fairly in access to services and service delivery, and pays particular attention to people with special needs.

Criterion 4
Continuously develop and improve

You need to show that your organisation:

• always looks for ways to improve services and facilities, particularly when using technology;
• puts things right quickly and effectively;
• learns from, and improves as a result of, complaints, compliments and suggestions; and
• has a clear, well-publicised and easy-to-use complaints procedure, with the opportunity for independent review wherever possible.

Criterion 5
Use your resources effectively and imaginatively

For your organisation's main activities, you need to show that:

• your financial management is effective; and
• you use resources effectively and imaginatively to provide best value for taxpayers and service users.

Criterion 6
Contribute to improving opportunities and quality of life in the communities you serve

You need to show that your organisation:

• has reviewed and is aware of its impact and potential usefulness in the local and national communities you serve; and
• has made some contribution to enriching the social or economic life or the physical life of those communities, beyond the strict requirement of excellent service delivery, through positive, discretionary initiatives and imaginative use of resources.