Charter Mark is the Government’s award scheme for recognising quality and encouraging excellence in public service. It is unique among quality schemes in the way that it concentrates on the service the customer actually receives. An organisation which achieves Charter Mark standard shows that it puts its users first and is delivering a first class service.

The Charter Mark scheme began in 1992 and has been demonstrating its worth and steadily growing over the years since. The Charter Mark criteria are based upon the Government’s declared principles of Public Service Delivery, and were revised and updated in 1999 to reflect the changing nature of public service. The Government’s aim is for Charter Mark to become the recognised leader in quality awards for excellent service delivery in the public sector.

The award lays down 6 broad criteria with sub-criteria which the applicant must fulfill to the satisfaction of the judges. The main criteria are:

• Sets Standards and Performs Well
• Actively Engage with Your Customers, Partners and Staff
• Be Fair and Accessible to Everyone and Promote Choice
• Continuously Develop and Improve
• Use Resources Effectively and Imaginatively
• Contribute to Improving Opportunities and Quality of Life in the Communities You Serve

Stockton’s Countryside Service was assessed for Charter Mark in 2004 and subsequently achieved this prestigious award. The assessment process was a full and thorough appraisal against all the elements of the Charter Mark Criteria. A portfolio of evidence was compiled and presented for consideration. This was followed up by an assessment visit during which an Assessor met and interviewed the Parks and Countryside Service Manager, Countryside Rangers, other staff including Visitor Centre Assistants, Partners including the Tees Valley Wildlife Trust and Customers. The Assessor completed his review with visits to Cowpen Bewley Woodland Park, Wynyard Woodland Park, Preston Park, Stillington Forest Park and Billingham Beck Valley Country Park.

The following excert has been taken from the Assessment Report which recommended that the Council’s Countryside Service should be recognised as meeting the Charter Mark Standard:

The Countryside Service provides a service that is much valued by the people of Stockton. The Service has developed extensive partnership working to promote, fund and develop its services. It is active in promoting access from disadvantaged communities and involving people from local communities in its activities through volunteering.

The Service has taken the initiative and, in the absence of national standards, has developed standards for the service it provides. It is well managed and works within its budgets.

There is a high degree of commitment to consulting users and to achieving a high standard of customer service. Your Ranger staff are a very valuable asset being full of enthusiasm, ideas and commitment to promoting, developing and running their services, for the benefit of the communities that they serve and working closely with volunteers to enhance the levels of service provided.

The Service provides a customer-focussed approach for individuals and works closely in partnership with others to achieve a high standard of service provision.

Charter Mark does not replace other quality awards – it complements them, and shows that the Countryside Service puts users first and that it delivers a high quality service. Charter Mark provides a variety of benefits to winning organisations: It inspires people who work for the organisation, generates support from stakeholders and funding agencies and gives out a clear message of quality and service to the public.

For more information about the Charter Mark Award Scheme, telephone the Charter Mark General Enquiry Line on 020 7276 1755, or visit the Charter Mark Website at

www.chartermark.gov.uk.