< Previous | Contents | Next >
♤ It is a Quality Management framework applicable to the activities of public service delivery organizations at the point of interface with service recipients.
♤ The framework is a tool in the hands of implementing organizations.
♤ It guides them through systematic initiatives for sustainable improvements in service delivery
♤ The framework enables implementing organizations to undertake a systematic, credible and authenticated self-assessment (or ‘gap analysis’) for citizen-centric service delivery.
♤ Using this analysis, practical solutions are gradually and systematically incorporated into the organization’s day-to-day routine thereby ensuring sustainable results.