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http://www.dpsa.gov.za/dpsa2g/documents/gics/bphb/chap5.pdf
service delivery and to provide you with a frame of reference for formulating service standards. This guide will give you an understanding of: what a standard is; the key guidelines to follow when setting service standards; pre-requisites for setting standards; the levels of standards; the levels of standard …File Size: 1002KB
http://www.dpsa.gov.za/dpsa2g/documents/tenders/DPSA002_2015/TOOLKIT%20ON%20SERVICE%20STANDARDS%20march%202013.pdf
Develop a Service standards policy and get sign off by the Executing Authority. The department must get buy-in from stakeholders, including senior management, before embarking on a service standards process.
https://www.dpme.gov.za/keyfocusareas/flsdSite/Frontline%20Service%20Delivery/HOW%20TO%20DEVELOP%20MEASUREABLE%20STANDARDS%20AND%20USE%20THEM%20FOR%20DELIVERING%20QUALITY%20FRONTLINE%20SERVICES.pdf
develop quality standards and use them to measure the quality of service delivery in their facilities for the purpose of improvement. The guide will assist in understanding how standards can be developed that will help frontline service staff to meet the expectations of the citizens.File Size: 572KB
https://prognostore.com/blog/customer-service-policy
Step one in developing your customer service standards is the perfect time to run through all the feedback you may have collected, whether it’s from your Facebook page, email, telephone, or even an old fashioned suggestion box. Some basic things you can survey your customers on (ask them to provide a score of 1 to 5, with 5 being the highest):
https://www.tbs-sct.gc.ca/pol/doc-eng.aspx?id=25750
When developing service standards, the organization should consider its resources and expected level of demand for regular day-to-day service operations (normal circumstances). Special circumstances where regular service standards may not apply include …
http://www.psc.gov.za/documents/2005/evaluation_service_standards.pdf
EVALUATION OF SERVICE STANDARDS IN THE PUBLIC SERVICE ... Improving service delivery is a continuous process for departments and not a once-off task. It calls for a shift from inward-looking ... • Political will to develop service standards that run all the way to the top of these institutions.
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