We are constantly seeking to improve the way we work and the quality of service we offer. This is one of our Departmental values and we take it very seriously. In April 1997 the Six Central Government (or Whitehall) Standards of customer service were introduced for all Government Departments. Here we explain the standards and how we are meeting them.

The standards cover the services which Departments provide directly to the public. For the Department for Children, Schools and Families, these services generally involve providing relevant information and answering queries. They can, however, also include some specialist services - for example, those delivered through our Student Support Service. Those which are delivered indirectly, for example through schools, colleges, or other learning institutions, are covered by the customer service standards adopted by those organisations.

 
Standard 1

We will answer your letters clearly and within 15 working days of receipt.
During 2005-2006, the Department replied to 65,879 letters (excluding letters from MPs) of which 98% were dispatched within the 15 day deadline. We will continue to monitor our performance closely. We are continually improving our IT systems to speed up the movement of letters within the Department. We would like to make more use of telephone and e-mail replies. You may wish to quote your telephone number and/or e-mail address on your letter if this form of reply would suit you.

Standard 2

We will see you within 10 minutes of any pre-arranged appointment at our offices.
The Department for Children, Schools and Families receives over 130,000 visitors each year at its Head Office sites in London, Sheffield, Runcorn and Darlington. A sample survey of 767 visitors in 2002-2003 showed that 93% of visitors were seen within ten minutes of their pre-arranged appointment time and almost 100% thought that our reception staff were courteous and efficient. We will continue to monitor our performance against the appointments standard through our yearly appointments survey.

Standard 3

We will provide you with information about our services and a public enquiry point for telephone callers to help you or to put you in touch with someone who can.
The Department has a busy Public Communications Unit which dealt with 175,032 telephone, e-mail and letter enquiries in 2005-2006.

The Unit answers queries directly, puts people in touch with subject experts elsewhere in the Department and gives access to a wide range of information sheets and publications. You can contact the enquiry unit:

• By letter at Public Enquiry Unit, Department for Children, Schools and Families, Sanctuary Buildings, Great Smith Street, London, SW1P 3BT
• By telephone on 0870 000 2288
• By fax on 01928 794248
• By Minicom on 01928 794274
• By e-mail at info@dfes.gsi.gov.uk

The Department’s website can also provide you with information on a wide range of topics for children and families, young people, employers, parents, school governors, teachers and much more.

The recent addition of the Popular Questions section on the Department’s website provides the answers to the most frequently asked questions, enabling customers to access information quickly and efficiently.

Standard 4

We will consult customers regularly about services and report on findings.
The Department has set up a dedicated Consultation Unit to handle consultations and ensure that the Cabinet Office “Code of Practice on Consultation” is being applied. During 2005-2006, the Unit analysed responses to 25 consultations. Just under half of these have been about schools with many others coming under the children, young people and families policy umbrella. The Department has also recently launched an e-consultation website which enables customers to access all of the Department's consultations and submit their responses online. Customers can also create a user account which enables them to save their response for completion at a later date and to register their interest in different categories. They will then receive an email alert when a consultation in a selected category is published.

 Standard 5

We will have a complaints procedure and send you information about it on request.
“Help us to put things right” is the complaints procedure for our services. You can get a copy from our Public Communications Unit and the procedure is also on this website. If you have a complaint, a compliment or a suggestion, the Unit can help to put you in touch with the right part of the Department. Alternatively, you can e-mail your complaint, compliment or suggestion to the following address: complaints@dfes.gsi.gov.uk

Standard 6

We will take all reasonable steps to make services accessible to everyone, including people with special needs.
We provide our publications in alternative formats and languages when this is appropriate and our Public Communications uses a database to identify quickly if a publication is available in alternative versions. We also publish an increasing amount of material on this website, enabling visually impaired users to adapt their ‘browser’ options to suit their needs. Finally, we have made it easier for visitors with disabilities to enter and use our Head Office buildings.