BFI is first national inspectorate to achieve Charter Mark

The Benefit Fraud Inspectorate (BFI) has become the first national government inspectorate to achieve certification against the Charter Mark Standard. It is also the first inspectorate to achieve certification against the new criteria. BFI, which is part of the Department for Work & Pensions, received its landmark certificate of achievement from SGS United Kingdom Ltd at its Annual Staff Conference held in Edinburgh in June 2004.

The BFI began operating in November 1997 as part of the Governmentís initiative to reduce the high levels of fraud in the social security system. Operating independently of those responsible for administrating benefits, the organisation inspects social security benefit administration and counter-fraud activity within local authorities and the Departmentís businesses.

We decided to apply for Charter Mark in order to benchmark our services and use the scheme as a vehicle to drive continuous improvement, said Richard Courcier, Head of Communications and Customer Relations at BFI. Gaining certification is a major achievement for BFI. It compliments
the changes we have made over the last 3 years in delivering inspections and support in a manner which helps Local Authorities and the Departmentís businesses improve the service they provide to the public.

I believe it also demonstrates our commitment to the wider government reform of inspectorates said Jacky Ridley BFIís Head of Operations. The scope of the standard covers BFIís main operations which include inspections and assessments of local authoritiesí payment of housing benefits and the Departmentís businesses as well as its portfolio of support services.

The Charter Mark is a recognised standard of service and a tool for continuous improvement which is unique from other quality schemes due to its focus on the service delivery that customers actually receive. It is a lever for change that is open to the public sector and those involved in public service delivery, such as voluntary and commercial organisations.

The Charter Mark forms a central part of the governmentís policy on public service reform and has been revised to reflect the role of public services within the communities that they serve. A new assessment approach includes a new set of six criteria focused on customer service. Charter Mark now also forms a key part of the Public Sector Reform Agenda.

There are currently over 2500 public sector organisations which hold Charter Mark status including schools, NHS Trusts, hospitals and individual units and a range of different types of local authority services.

SGS United Kingdom Ltd is one of four organisations accredited by the United Kingdom Accreditation Services (UKAS) to carry out assessment and certification against the Charter Mark Standard. The Cabinet Office retains overall control of the scheme.

For further information please contact Richard Courcier at BFI on 44 (0)1423 832982, email richard.courcier@dwp.gsi.gov.uk or call the Charter Mark Customer Service Team at SGS United Kingdom Ltd on 44 (0)1276 697631, email CharterMark@sgs.com