Ensuring Customer Charter targets are monitored and achieved
Action	Resp.	Implementation   Date	Budget £ (000)	Outcome Measure	Monitored By	How outcome is to be achieved and measured	Benefits & Risks	Local PI	PDP	Training Requirement
Train Staff on Charter Implications	CM	Jul-05	0.5	Staff confidence to deliver content    Improved Customer Service	SMT	Workshops set up for key staff.                         Cascading of workshop information to other staff    Better service delivery as shown by PI's	Benefit: Staff understanding of expected levels of service delivery	Local PI's to be based upon the key targets within the charter	Key staff should have PI responsibilities in their PDP's	Workshops for staff on Charter standards
Develop electronic methods for tracking length of time taken to respond to letters & e-mails.                     Use of call centre for telephones	CM	Jul-05	6	The ability to automatically report on key response targets.                         Better Customer satisfaction	SMT	Reports generated from the Valid system .                      Use of CRM  system.            Use of Call Centre.	Benefit : Abilty to manage performance.               Risk : ICT resource to enable tracking	PI's  exist in Charter	Key staff should have PI responsibilitiy in their PDP's	Training connected with report writing.                    CRM training.
Review Charter	Project	Sep-05	NA	Review Completed - results collated and reported.   Survey users on satisfaction, through consultation and feedback of results.	SMT	Compare performance against initial standards.	Benefit: Ability to adjust Charter standards and review Charters effectiveness	None	CM	None
Update Charter	Project	Dec-05	NA	Update Completed	SMT	Designated team responsible for charter update	Risk : available resource	None	CM	None
Publish Updated Charter	Project	Jan-06	3	Revised Charter Published	SMT	To reflect feedback & formal review.	Risk : available resource	None	CM	Retraining of staff on Charter PI's