Government services
Service standards checked across every channel.
Customer charters promise response times and courtesy. The template tests those promises in person, on the phone and online, and reports against each one.
What gets checked
5 channels · 45 questions · 3 scenarios
- Service centre
- Queue, greeting, time to resolution
- Documents
- Requirements explained, forms available
- Call centre
- Time to answer, accuracy, transfers
- Website
- Information found, forms work
- App
- Task completed first time, Arabic available
- Accessibility
- Access for people of determination
Scenarios in the template
Renew a document
Complete a routine renewal at a service centre.
Phone enquiry
Call with a question about requirements.
Digital service
Complete the same task online.
What you get back
Scores against each charter commitment, by centre and channel, with the evidence behind each.
The client dashboard, shown here with the shopping malls program.
Other industries