Quality service charters : implementation without persistence?

Abstract

In my research I have started by explaining what a quality service charter is, the process before launching a quality service charter, what is required by the department and how targets are set, measured and followed. Also I have discussed what was meant to be achieved by the quality service charters. Further into the literature review I have explained the introduction of the quality service charter programme within the Maltese public service. I have conducted this researcl1 to see if the quality service charters were a success or a failure and the reason why. I have chosen the Department of Social Security and the VAT Department on which to base my research. To conduct my study I have conducted interviews with a director within the VAT Department, two directors within the Social Security Department, Mr. Edward Buttigieg and Mr. Raymond Chetcuti and Mr. Anton Cesare; the assistant director for Customer Care within the Department of Social Security. My final interview was held with Ms. Joanna Genovese, Director Training and Development (CDRT) within the Office of the Prime Minister. I have conducted this interview to get an insight on how the quality service charters were launched, further information regarding the Charter Support Unit and processes involved. Before conducting my research I was of the opinion that the quality service charters were no longer in place and have been long forgotten. After conducting my research, I have learned that even though the departments should make a bigger effort at promoting the quality service charters and the targets within these charters need to be revised, they are still in effect and management within the departments still use these charters as a yard stick.