Information and public services for the Island of Guernsey

Today

News

Silent Night, Jedi Knight
Monday 20 November 2017

There will be a distinctive sci-fi flavour at this year's Winter Fayre at Castle Cornet.

Read more
Channel Islands Christmas Lottery First Prize Update
Friday 17 November 2017

The guaranteed first prize in this year's Channel Islands Christmas Lottery has risen to £675,000.

Read more
No more coding notice for those only claiming personal tax allowance
Wednesday 15 November 2017

Tax coding notices will no longer be sent to islanders who receive personal tax allowances only, the Income Tax Service has confirmed.

Read more All News
Coming soon – a map of events, hazards and other useful information
weather iconMainly cloudy with a little rain or drizzle possible this morning. Chance of some bright or sunny spells this afternoon, then fair periods developing overnight.
High14°CLow11°C
5 day forecastTide timetables
weather iconMainly cloudy with a little rain or drizzle possible this morning. Chance of some bright or sunny spells this afternoon, then fair periods developing overnight.
High14°CLow11°C
5 day forecastTide timetables


Arrival


VesselFromTimeArrived
ChannelChief Jersey 06:00 05:50A 


Departure


VesselToTimeDeparted
Sarnia Cheri Donges 07:30  
All arrivals and departures Shipping forecast


Arrival


AirlineTimeDateFromFlightStatus
Mail/Newspapers06:302017-11-21MailNPT22G


Departure


AirlineTimeDateToFlightStatus
Aurigny08:302017-11-21GatwickGR602Check In Open ,Go To Departure Lounge
All arrivals and departures
Sign In

States to launch its Customer Charter

Share this page

Wednesday 12 July 2017

Today the States of Guernsey is launching its new Customer Charter, which emphasises providing a service that is quick, easy, accessible, value for money, friendly, helpful, and meets the needs of the whole community.

This is an opportunity for public sector staff to focus on what is important to their customers, and for the community to offer feedback on the level of customer service they expect from the wide variety of public services delivered. The Customer Charter sets out the level of customer service expected from government services.

The Charter promises the States of Guernsey will strive to deliver services that are:

The Customer Charter applies to all services delivered by the States of Guernsey, with the ultimate aim being the delivery of excellent customer care regardless of the service area the public engage with. As the work carried out by each service area varies so greatly, some will also set more specific service standards of their own.

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

"The purpose of the Customer Charter is to make sure that the all of our teams strive to continuously improve the customer service we deliver, whether that be by moving more of our services online for ease of use or changing our processes so we keep you informed at every stage. The Charter will sit alongside a complaints process that is being re-worked, standardised and simplified.

Improving the customer focus of public services has been a key emphasis of the States of Guernsey for a number of years. Whether it's introducing a new easy to use appointment system for parent's evenings, improving the signage at the Princess Elizabeth Hospital, translating quick guides into other languages for those members of our community where English is a second language, or improving the facilities at the airport, putting the public as a customer at the heart of everything we do is crucial if the States is to continue to provide quality and timely services to the community. We have also made Disability Awareness training available for all staff to ensure that we respond to disabled islanders appropriately and with flexibility to different physical and sensory needs..

The results from the 2015 Community Survey and the follow up Customer Service survey showed us that, although we have some really excellent examples of Customer Service, including the three outstanding members of our team who were recently shortlisted for the Sure Customer Service Award, there are some areas where improvement is required.

As an organisation we already collect a number of customer satisfaction measures. We will be building on this and using the Charter to be more open and transparent about how we are doing in terms of customer service.

By the end of 2017 we aim to have five pilot areas reporting on their performance against the Charter in order to help us identify and monitor improvements. The measures are currently being developed for online income tax returns, the Job Centre within Employment & Social Security, Driver and Vehicle Licensing within Traffic & Highway Services, billing in Guernsey Water and Beau Sejour. Once these have been developed we will using the gov.gg website and social media to let our customers know how we are doing."

The Customer Charter can be downloaded from www.gov.gg/customercharter. If you have any questions about the charter or would like to provide some feedback on your experiences of customer service please email customerservice@gov.gg or call 01481 717000.

Downloads

States of Guernsey Customer Charter States of Guernsey Customer Charter_Large Print

Share this page

Useful Pages

Add To Home

To add this page to the homescreen of your phone, go to the menu button and "Add to homescreen".


The menu button may look like
Three Dots or Box with an Arrow *some browsers' menu buttons may vary.