Standards - Setting, monitoring and publishing clear standards of service that individual members of the public can reasonably expect.
Courtesy and Helpfulness - Providing a courteous and helpful service, which is run to suit the convenience of those entitled to the service: services being provided by public servants who can be identified readily, through wearing name badges, by their customers.
Information - Providing information about public services in a manner, which is readily understandable.
Consultation and Choice - Ensuring regular consultation and communication with those who use services, taking their views and priorities into account – to provide a choice wherever possible.
Accountability - Providing details of performance against targets and identifying who is responsible.
Openness/Transparency - Disclosing how public services are managed, and the cost and performance of specific services.
Non-Discrimination - Ensuring services are available and applied equally to all.
Quality of Service - Publicising complaint procedures with independent reviews where possible. Providing, where errors have been made, an apology, full explanation and early correction of the error.
Value for Money - Providing efficient and economic public services within affordable resources.
Accessibility - Ensure accessibility to public service by accommodating the service needs of users.