The Citizen's Charter: The United Kingdom's Commitment to Customer Satisfaction in the Public Service Sector


  • J. Kent Pinney University of Nevada


In July of 1991, John Major, the Prime Minister of the United Kingdom, introduced the Citizen's Charter, a public policy devoted to giving citizens more power in the market place; a policy for "raising the standard of public service, up to and beyond the best at present available;" and a policy which would set out the mechanics for "improving choice, quality, value and accountability" within that marketplace. What it was not intended to be was a recipe for state action or public agency intervention in the marketplace. The purpose of this paper is to review the initial charter and to describe the first year of its implementation in the British market place.