Charter Mark

• What is the Charter Mark?
• How do you get the Charter Mark?
• How do you know we have the Charter Mark?

What is the Charter Mark?

The "Charter Mark" is the government's national standard for customer service for organisations delivering public services. It is independently evaluated and assessed.

The main reasons for an organisation applying for Charter Mark status are:

• Improved services - Charter Mark provides an excellent framework for self-assessment and a tool kit for improvement
• Expert feedback on services
• Improved staff morale
• Value for money - Charter Mark holders listen more to their customers, perform better than average, have more satisfied users and use resources wisely

The Libraries and Arts Service has successfully applied for the Charter Mark in 1997 and 2000. In December 2004 we renewed our Charter Mark Standard for a further three years.

How do you get the Charter Mark?

To achieve Charter Mark Standard an organisation has to meet the following criteria:

1. Set standards and perform well
2. Actively engage with your customers, partners and staff
3. Be fair and accessible to everyone and promote choice
4. Continuously develop and improve
5. Use your resources effectively and imaginatively
6. Contribute to improving opportunities and quality of life in the communities you serve

In 2004 we scored 55 full compliances and eight partial compliances. Just one non-compliance would have meant the loss of Charter Mark Standard.

How do you know we have the Charter Mark?

Organisations that are awarded the Charter Mark are required to display the following Charter Mark logo on all literature and within buildings. If you see this logo, you know you are using an excellent service.

Libraries

• Our policy statement
• Using the library
• Search the catalogue
• Enjoying the written word
• Children's Library
• Young adults
• Learning Support
• Film and music
• Reference and information
• Local studies and archives
• 24 hour library
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