The Charter Support Unit (CSU) is tasked primarily with managing the Quality Service Charter Initiative. The Unit also operates the Servizz.gov.mt service.

Under the Quality Service Charter initiative, departments or units publish charters wherein they commit themselves to reaching set standards of service delivery. Prior to the publication of its charter, a department or unit thoroughly analyses its current service levels and the main issues influencing these, identifying areas for improvement even through research tools like customer surveys. The primary role of the Charter Support Unit is to offer advice and assistance to departments engaged in this process.

The CSU also monitors the performance of chartered departments and units against their charters. It does so by commissioning internal audits, which are currently carried out by the Internal Audit and Investigations Directorate. The CSU then follows up the audit reports with the departments concerned. The Unit actively promotes the Charter initiative among Public Service employees who are ultimately responsible for making it a success.

Click here for further information about the Quality Service Charter initiative, including the text of all charters published so far.

The Charter Support Unit also acts as the central clearing house for requests, complaints or suggestions coming through the Servizz.gov.mt website (www.servizz.gov.mt). The Unit forwards such requests for appropriate action by the responsible ministry, department or other public sector entity.

The Charter Support Unit reports directly to the Director, Staff Development Organisation.