Launch of "quality service charters" Conference

The Prime Minister emphasised that the attainment of service delivery improvements will be directed towards the (i) drawing up of Charters which establish service standards and commitments; (ii) undertaking of the appropriate organisational change in order to provide one stop shop services; and (iii) introduction of complaint handling mechanisms which will ensure that service users are provided with explanations for decisions taken. With particular respect to the business community, the necessary administrative streamlining is to be undertaken in order to minimise overheads and costs that are a direct product of outmoded bureaucratic requirements.

The Permanent Secretary, Office of the Prime Minister, addressed the Conference on how the challenge of the Service Charters should be taken up by the Public Service with the theme ‘Charter ta' Impenn ghall-Kwalit'?'. The Charter Initiative is also directed towards establishing a quality management culture within the Public Service for the delivery of services – services that will meet the public's expectations reliably and at a reasonable cost. Service Charters will be introduced, following the undertaking of organisational change, in organisations such as Departments, Local Offices, and Sections that provide a direct and integral service to the general public or to a specific group of customers.

The Director General (OPM) set out the following parameters that will govern the Service Charters: (i) establishing a client orientation and service culture; (ii) providing an efficient service at the convenience of the client; (iii) providing easy access to services; (iv) commitment to service delivery; (v) providing a welcoming environment; and (vi) value for money. Organisations that will introduce Charters will annually publish results of performance attained against the service standards made. A Service Charter Unit is to be established at the Office of the Prime Minister to lead this initiative.

Four case studies of organisations in which Service Charters are to be introduced were delivered by two Permanent Secretaries and two Directors. The organisations reviewed were the Import Licences Section at the Department of Trade; the Data Information Shop which will be set up at the Central Office of Statistics; the Central Public Library at the Department of Libraries and Archives; and the Floriana Health Centre at the Department of Primary Health Care.

Dr John Grech, Designate Chairman of the Malta Tourism Authority, at a lunch keynote address, emphasised the need for on-going change.

An Information Systems Strategic Plan for the period 1999 to 2001 was introduced by the Permanent Secretary, Social Policy. The Manager, MEU who chaired the ISSP Working Group presented the Plan. The ISSP recommends the establishment of an institutional framework for information resource management within the Public Service. The Plan proposes the setting up of a Central Information Management Unit within OPM to provide strategic direction; the establishment of ministry Information Management Units that will operate within a framework of controlled decentralisation; and the introduction of an Information Practices Act. The ISSP argues that continued investment in IT and IS should optimise the existent investment as against branching out in new areas and should be within the context of the Government's holistic vision for the Public Service: a ‘Government on Line' to engender improved service delivery.

Two case studies were presented on how technology can lead to improved service delivery. In the first case study, Mr Xerri de Caro, General Manager at the Bank of Valletta, presented how the Bank of Valletta optimised the use of Information Technology to revolutionise its banking concepts and the provision of services to its clients. In the second case study, the Permanent Secretary, Home Affairs, outlined how the Common Data Base can be used as a tool for one stop shop purposes – primarily in the retrieval of event certificates by Public Service organisations thereby eliminating the need for the public to obtain such certificates for administrative requirements.

At the end of the Conference, the Permanent Secretary, Office of the Prime Minister set forward the 1999 change programme. The Public Service is looking towards introducing Quality Service Charters in twenty-nine Public Service organisations across eleven Ministries as well as a number of projects to sustain this Initiative.

The Parliamentary Secretary in the Office of the Prime Minister delivered the concluding address.