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States of Guernsey 'Customer Charter' to be developed

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Tuesday 20 September 2016

Islanders are being asked to help determine the appropriate level of customer service they should be able to expect from the States.

Government is in the process of developing an overarching States of Guernsey Customer Charter. It follows work carried out in 2015 on the Community Survey, which was the first of its kind run by the States and collated feedback from more than 2,000 islanders on various aspects of public services. As a result it was found that customer service levels across the States were excellent in some areas but in need of improvement elsewhere.

In order to help the States develop the Customer Charter, it is asking the public to complete a short survey to inform what good customer service looks like and which aspects are most important to islanders.

Jason Moriarty, Chief Operating Officer for the States of Guernsey, said:

"It is very important that the States provides consistently good service to its customers. To do so, the nature of the service delivered needs to be aligned to the priorities and values of customers. The online survey will help better define what good customer service means to residents and identify any aspects of the customer experience that may not otherwise have been considered.

The States is committed to improving the experience of our customers. To do this, we have to put customer needs at the centre of our service design and ensure that we are delivering the right services in the right way."

Mr Moriarty said the Charter will set out the States' commitments to its customers.

"Improving the customer focus of government has been a key element of Service Guernsey in recent years. Whether it's the moving of more services online for ease of use, the decision to re-open Income Tax on Thursdays or the introduction of Beau Sejour feedback sessions, putting the public as a customer at the heart of everything we do is crucial if the States is to continuing providing quality services the community rightly expects."

Follow this link to fill out the Customer Service Survey.

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