This Service Charter serves as an agreement between the Office of the Deputy Governor and our internal and external customers. It is an understanding based on the principle that this Office will provide quality service to all.

• The Charter is a formal commitment by the Office of the Deputy Governor (ODG) to deliver public services with professionalism, transparency, accountability and responsiveness.
   
• It outlines what members of the public and internal clients can expect in terms of service delivery, standards, behaviour, and accountability.

• Vision: To be a world-class organisation delivering services efficiently and effectively.
• Mission: Support good public governance, strengthen democracy and rights, promote economic and social cohesion, and boost public confidence in government.
• The ODG pledges to assist clients promptly and fairly, maintain confidentiality, explain decisions, monitor service performance, and continuously improve.

• The ODG leads the Governor’s Group and coordinates functions across several domains (e.g. courts, public service reform, Crown assets, policy coordination).
   
• Key units under ODG include:
    • Executive Management
    • Public Policy & Administration
    • Finance & Planning
    • Public Estates Management
    • Human Resources
    • Communications & Public Relations
    • Justice Services & Security Development
    • Customer Service
    • Records Management
    • Sister Island Coordination
   
• Each unit has specific mandates. For instance, Public Estates handles leases and property; Records Management handles archival/storage of government records; Customer Service handles call center, appointment systems, and public inquiries.

• The Charter defines service standards (measurable performance benchmarks under “normal circumstances”) and service behaviours (actions expected of staff) to deliver high quality service.
• It references a “SAFE” model and 10 behaviours focusing on safety, authenticity, friendliness, efficiency, etc.
• Examples of service commitments:
    • By phone: answer within 3 rings, identify department and name
    • In person: greet promptly, advise of wait times, serve within 5 minutes if appointment
    • By email/letter: respond within 10 business days (or acknowledge earlier)
    • Processing specific applications (e.g. visa waivers, liquor licensing, apostilles): set processing timelines (e.g. 5 business days for liquor licenses, same-day or next day for apostilles)

• Your Rights include being served promptly, fairly, truthfully, and having reasons given for denials.
• How clients can help: complete forms accurately, supply required info timely, treat staff with courtesy, follow procedures.
• Feedback and complaints: welcomed via the “Rate Us” platform; complaints handled confidentially, with updates provided.

• The Charter lists legislation under ODG’s remit (archives, public service, elections, courts, disaster management, etc.).
• It also includes a functional chart and detailed responsibilities for each programme unit.