Key Principles

• Understand Customers
• Design Services
• Consult Users
• Develop Services
• Employ Capable Staff
• Learn Lessons
• Provide Redress
• Publicise Performance
• Safeguard Public Money
• Deliver Consistently

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For any enquiries about the National Audit Office's Delivering High Quality Services Toolkit please contact:

enhancing.impacts@nao.gsi.gov.uk