Service Charter for Quality Public Service Delivery
Summary: OMRH's April 2018 service charter committing public administrations to quality-of-service standards for citizens, part of the PME-2023 agenda to reorient the civil service toward users.
Key Findings
- Commits public administrations to quality-of-service standards for citizen-users, on the stated ground that user satisfaction is the foundation of the respect and trust that must exist between the state or public bodies and the population.
- Sets out seven essential elements the quality-of-service norms must cover: accessibility and regularity of public services without any discrimination, an improved reception function with a single window, the cost of services offered, complaint and appeal mechanisms for users who consider themselves wronged, the fight against corruption, the conduct expected of the agent including empathy, professionalism, competence and diligence, and the simplification and lightening of administrative procedures.
- Frames norms as the anchor points of the strategy, dictating agents' behavior in service delivery rather than expressing an aspiration.
- Rests on a continuous improvement approach, the démarche qualité, whose purpose is to make the practices of public institutions evolve toward users' needs.
- States that the administrative authority cannot content itself with administrative weaknesses, gaps, incompetence or the bad temper of agents indifferent to the user, which puts the obligation on the institution and not only on the individual official.
How to cite
Office of Management and Human Resources (OMRH), 2018, Service Charter for Quality Public Service Delivery, https://omrh.gouv.ht/Media/2-DocumentsStrategiques/fp/CHARTE_D_ENGAGEMENT_POUR_LES_PRESTATIONS_DE_SERVICES.pdf