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Footnotes
[1] Treasury Board of Canada, Secretariat, Results for Canadians: A Management Framework for the Government of Canada (Ottawa, 2000), /report/res_can/siglist_e.asp.
[2] Ibid. p.7.
[3] Canada, Treasury Board of Canada Secretariat, Toward Citizen-Centred Service Delivery: A How-to Guide for the Service Improvement Initiative (Ottawa: Treasury Board of Canada Secretariat, December 2000). The How-to Guide can be found at the TBS website: http://www.tbs-sct.gc.ca/si-as/howto-comment/howto-comment-eng.asp.
[4] Canada, Treasury Board of Canada Secretariat, A Policy Framework for Service Improvement in the Government of Canada (Ottawa, Treasury Board of Canada Secretariat, June 2000). The policy can be found at the TBS website: /pubs_pol/sipubs/si_as/pfsi_e.asp.
[5] Canada, Treasury Board of Canada Secretariat, Toward Citizen-Centred Service Delivery: A How-to Guide for the Service Improvement Initiative, op.cit. p.2.
[6] Canada, Treasury Board of Canada Secretariat, A Policy Framework for Service Improvement in the Government of Canada, op.cit. p.4.
[7] Erin Research Inc., Citizens First, (Ottawa, Canada School of Public Service, October 1998). The report can be found at the CCMD website: http://www.myschool-monecole.gc.ca/Research/publications/pdfs/cit-first.pdf.
[8] Erin Research Inc., Citizens First 2000, (Toronto, The Institute of Public Administration of Canada, 2001). The study was published by IPAC in 2001. The report can be found at the IPAC website: http://www.ipac.ca/pubs/ipac_publications/citizens_first.html
[9] Canada, Treasury Board of Canada Secretariat, A Policy Framework for Service Improvement in the Government of Canada, op.cit. p.5.
[10] Erin Research Inc., Citizens First 2000, op.cit.
[11] Ibid.
[12] In United States service standards are called 'customer service standards', in the United Kingdom they are called 'charter standards', and in Australia they are referred to as 'service charters'. These terms will be used interchangeably in the text.
[14] Client Service Charter Principles, Service Charters Unit, Competitive Tendering and Contracting Branch, Department of Finance and Administration, Australia, June 2000.
[15] Modernizing Public Services Group publication: "How to draw up a national charter.", United Kingdom, 2000.
[16] Draft White Paper On Transforming Public Service Delivery, 9 May 1997. (Link not available)
[17] Canada, Treasury Board of Canada Secretariat, Treasury Board Secretariat, 2000 p. 27.
[18] Canada, Canada Customs and Revenue Agency, The Canada Customs and Revenue Agency's Guide to Service Standards (Ottawa: Canada Customs and Revenue Agency, November 2000).
[19] Ibid. p.7.
[20] Ibid.
[21] Based on minimum central government standards for service delivery in the United Kingdom.
[22] Operationalising Citizen's Charters - The Use of Service Standards in Canada, presented to the International Conference on Good Governance, November 30 - December 1, 2000, P. 10.
[23] Carr-Gordon Limited and Erin Research Inc., Evaluation of the Quality Service Pilot Projects and Common Service Standards - Final Report, June 11, 1999, p.5.
[24] Ibid. p.6.
[25] Canada, Canada Customs and Revenue Agency, op.cit. p.12.
[26] Ibid. p.12.
[27] Ibid. p.12.
[28] A How-to Guide for the Service Standard Initiative, Treasury Board Secretariat, 2001.
[29] A How-to Guide for the Service Standard Initiative, Appendix F (pp 71-73), Treasury Board Secretariat, 2001.
[30] Client Service Charter Principles, Service Charters Unit, Competitive Tendering and Contracting Branch, Department of Finance and Administration, Australia, June 2000.
[31] CIO web site, "Good Practices in Service Improvement, Planning and Implementation", http://www.tbs-sct.gc.ca/si-as/howto-comment/howto-comment-eng.asp
[32] "How To Improve Customer Service", the ACA Group. http://www.theacagroup.com/customerservice.htm
[33] Balanced Measures review - IRS Site Visit Summary, April 29, 1999.
[34] Operationalising Citizen's Charters - The Use of Service Standards in Canada, presented to the International Conference on Good Governance, November 30 - December 1, 2000.
[35] Evaluation of the Quality Service Pilot Projects and Common Service Standard, Final Report, June 11, 1999, Carr-Gordon Ltd. and Erin Research Inc.
[36] http://www.afr-sd.org
customerfocus.html
[37] Link does not exist.
[38] Carr-Gordon Limited and Erin Research, op. cit.
[39] The Service Edge, Ron Semke, Penguin Books, New York, NY, 1989, pp. 47-58
[40] Carr-Gordon Limited and Erin Research, op. cit.
[41] Carr-Gordon Limited and Erin Research Inc., op. cit. p.4,
[42] 2000 Report of the Auditor General of Canada - April - Chapter 1 - Service Quality
[43] Carr-Gordon Limited and Erin Research Inc., op.cit. p. 28.
[44] 2000 Report of the Auditor General of Canada - April - Chapter 1, Page 13.
[45] BMB Consulting Services Inc., Developing and Implementing Service Standards, Annex E, April 5, 2001.
[46] "How To Improve Customer Service", the ACA Group. http://www.theacagroup.com/customerservice.htm
[47] Carr-Gordon Limited and Erin Research Inc., op. cit.
[48] The Department of Finance and Administration and the Australian Quality Council co-operated to develop the selection criteria and judge entrants from across the Australian public service.
[49] http://www.hic.gov.au/corporate/ (Wrong link)
[50] http://www.hmrc.gov.uk/index.htm
[51] http://www.epa.gov/customerservice/standards.htm
[52] Evaluation of the Quality Service Pilot Projects and Common Service Standard, Final Report, June 11, 1999, Carr-Gordon Ltd. and Erin Research Inc.
