Communication
Public information is available and understandable
Forms are in plain language
Clients are given all the information they need
Clients are treated with courtesy
Facilities and Services
Telephones are answered promptly
Voicemail, answering machines or toll-free numbers are available
Premises are easily accessible and suited for wheelchairs
The environment is safe and healthy for workers
The public's right to privacy is respected
Decision Procedures
Those affected by a decision have a chance to give information and evidence to support their position
Decisions are made within a reasonable time
Reasons are given for decisions
Appeal, Review, and Complaint Procedures
At the time of decisions, people are told of any existing appeal or review procedures
Complaint procedures are clearly defined
The public is asked for ideas on improvements in service
Organizational Issues
Staff are given clear titles for the functions they perform
Agencies consider whether reorganizing would provide better quality service
Agencies cooperate with one another to provide better service to the public
Agency Review and Planning
The public invited to participate in planning programs
How decisions will be made is clear from the beginning
Statistical information needed to evaluate and improve performance is recorded and maintained
Main | About | Jurisdictions | Publications | Useful Contacts | Complaint Form | Links | Site Map | Search | Contact