UNE 93200 – Service Charter

Benefits of the UNE 93200 Service Charter

The Service Charter enables public authorities or businesses to inform their users about the services they provide and the commitments they undertake in delivering them. It offers:

  • It enhances the organisation’s image and reputation by bringing it closer to the user, informing them of the quality standards provided and involving them by taking their expectations into account when making commitments.
  • Commitment to customers. An appropriate level of service quality facilitates customer satisfaction.
  • Facilitates management and continuous improvement by defining service standards and setting ambitious targets to achieve the greatest possible impact on users.
  • Can be integrated into ISO certification: ISO 9001 for quality, ISO 14001 for environmental management, ISO 45001 for occupational health and safety, and social responsibility.

ISO consultancy on service level agreements

  • Development and implementation of a Service Charter.
  • Internal audit to assess compliance with the Service Charter and the requirements of the UNE 93200 standard.
  • Strategic outsourcing. Outsource the monitoring and updating of the Charter.
  • Communication of the Charter using traditional and digital marketing tools.
  • Training to engage all staff with the Service Charter.

Requirements of UNE 93200

The UNE 93200 standard is a tool that helps to draw up an efficient and effective Service Charter setting out quality commitments that meet users’ expectations. Its main requirements are:

  • STRUCTURE AND CONTENT
    • Information. It must contain a minimum amount of information relating to specific aspects.
    • Quality commitments and indicators that enable compliance to be measured.
    • External and internal communication mechanisms.
    • Measures to be taken in the event of a breach of commitments.
    • Ways of submitting suggestions, complaints and claims relating both to the provision of the services included in the Charter and to the breach of commitments associated with the services.
  • DEVELOPMENT OF THE CHARTER
    • Drafting. This involves:
      • Management decision to draft the Charter and formation of the working group
      • Identification of user expectations for each service covered by the Charter
      • Identification of processes linked to the services.
      • Comparison of the level of service provision with user expectations
      • Establishment of quality commitments and indicators for measuring them
      • Drafting and approval of the Service Charter.
    • Monitoring of commitments, using indicators, and of complaints and claims arising from non-compliance with commitments.
  • INTERNAL AND EXTERNAL COMMUNICATION of the content and results regarding compliance with the Charter’s commitments.

FAQs: Service Charter

Is there a link between an ISO certificate and a Service Charter?

No, the Service Charter and ISO certification are not necessarily linked. However, they are complementary tools: ISO standards support internal quality management, whilst the Service Charter publicly reflects that commitment to the public.

Although they are not formally linked, they are related:

  • An ISO certificate facilitates the development and compliance with the Service Charter, because:
    • It provides management through defined and measurable processes.
    • It requires monitoring of indicators, audits and continuous improvement.
    • It reinforces the credibility of the quality commitments made.
  • The Service Charter can draw on an integrated ISO management system to:
    • Define realistic and measurable commitments.
    • Justify evaluation methodologies.
    • Demonstrate maturity in quality management.

It includes all the services provided by the unit or body, clearly describing their scope, conditions and how to access them.

If the commitments set out in the service charter are not met, the organisation will open a non-conformity case to analyse the causes, take corrective action and reflect this in the evaluation of the charter, with the aim of continuously improving the service.

The Service Charter sets out measurable commitments – such as response times, service delivery times, satisfaction levels and accessibility – which the organisation undertakes to fulfil.

The charter uses objective indicators (percentages, times, ratios, satisfaction surveys, etc.) that enable the organisation to assess, on a regular basis, the extent to which these commitments are being met.