CHARITY COMMISSION

SERVICE DELIVERY AGREEMENT 2001-04

D Consumer Focus

D1 Consumer tests

The Commission will become easier to do business with and will maintain a strong customer focus. By April 2002 the department will deliver:

• efficiencies in how we serve customers – as a consequence of the department’s Better Quality Services programme by which it expects to pass on efficiency gains to customers;

• increased customer satisfaction as measured through independent surveys the results of which will be fully reviewed by the department’s Consumer Champion and the department’s Board;

• a new Service First statement introduced on the Commission’s website to extend its commitment to dealings with customers, in particular, by telephone fax and e-mail;

• a programme to communicate better local information about the impact of charities and their role in maintaining healthy communities;

• the implementation of a formal complaint and review process;

• a review of the needs of ethnic minority customers.

D2 Consumer access

The department’s website www.charity-commission.gov.uk is available 24 hours a day and receives around ½ million hits per month. The site is being reviewed to extend its role as an information provider, and to ensure that all the department’s information products are available electronically by 2002.

The department provides dedicated help-lines that deal with an average of over 14,000 calls per month on charity issues ranging from general enquiries to complex accounting questions.

D3 Awards for excellence in service delivery

The department was awarded Investors in People accreditation in November 1999.

D4 Prompt handling of correspondence

During the period of this agreement the department will reply to all correspondence within an average of 15 working days, underpinning this with a commitment to replying to 90% within working 15 days.