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Questions






1. In which way the concept of the British PO differs from a European Ombudsman?

2. Which arrangement do you find more reasonable. Give your arguments for and against.

3. Do you believe that it is necessary to publish the results of the investigations carried out by the ombudsman?

Exercise 3. Read the text paying attention to its structuring (the beginning, introducing the theme, logical sequence, summing up, conclusions) What are the language means by which this is achieved?

The Citizens' Charter/Service First

Another development in the field of administrative justice, and one that has not attracted the attention it deserves, was the introduction of the concept of the Citizens' Charter, now 'rebadged' as Service First. In contrast with the Ombudsman, where the concept has moved from the public sector to the private, the Citizens' Charter concept has gone the other way. Private sector ideas about standards of customer care and service delivery, and modes of responding to failures in those standards, have been brought into the public sector.

Though the initial introduction of the Charter, in 1991 by the government of Mr. Major, was seen as rather gimmicky, it has provided another impetus to promoting service standards in the public sector and for dealing with customer complaints. In May 1999, the British Standards Institute published a British Standard (BS 8600: 99) dealing with the effective management and handling of complaints.

As part of the New Charter Programme, nine principles for public service delivery have been promulgated. They include:

• setting standards of service;

• being open and providing full information;

• encouraging access and promoting choice;

• treating all fairly;

• putting things right when they go wrong;

• innovating and improving.

These principles provoke two immediate reflections. First, it seems surprising that those engaged in the delivery of public services should need to be provided with such a set of principles at all. They seem to be obvious and rather common sense in content. However, if it is the case that those who deliver public services do not already satisfy these principles, then no harm can be done by issuing them, and indeed as they develop some considerable good may flow from them. Secondly, and more specifically, although most public sector activity is bounded by rules of law which empower officials to take action, there is no mention of the need for officials to obey the law in performing their administrative tasks.

Questions:

1. What is the essence of the Citizens' Charter concept?

2. Why was it introduced into the public sphere?

3. Would it be reasonable to introduce this concept in this country? Give your arguments.






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