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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 …
http://www.dpsa.gov.za/dpsa2g/documents/gics/bphb/chap5.pdf
The process of developing service standards is evolutionary. It is part of a continuous improvement strategy and standards should be continuously reviewed and revised, as serviceFile Size: 1002KB
https://www.dpme.gov.za/keyfocusareas/flsdSite/Frontline%20Service%20Delivery/HOW%20TO%20DEVELOP%20MEASUREABLE%20STANDARDS%20AND%20USE%20THEM%20FOR%20DELIVERING%20QUALITY%20FRONTLINE%20SERVICES.pdf
all national and provincial departments must develop a mission statement for service delivery, together with service guarantees and service standards, defined outputs and targets, and performance indicators, benchmarked against comparable international standards.File Size: 572KB
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
design and implementation of service standards in the public service 58 7. discussion on best practice in developing service standards 59 7.1 introduction 59 7.2 batho pele handbook 60 7.3 common problems with service standards 62 7.4 benchmarking 64 7.5 measuring performance against service standards 66 7.6 recognition 68
http://www.building-assets.co.uk/wp-content/uploads/2014/09/No.3.Resource.-Setting-customer-care-standards.pdf
‘Service Standard’ and ‘Customer Service Standards’ have the same meaning in this guide. Some service standard examples and templates have been included at the end of this guide. It is hoped that they will provide a useful reference for managers who wish to start developing Customer Service Standards for their workplace.File Size: 437KB
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