Quality Label

In June 2024, the ELT Council has achieved the Quality Label.

The Quality Label is a distinction awarded to departments and entities within the Public Administration, whose service delivery to customers reaches those standards of service defined through the 4 Pillars (voice and understanding the customer, design and implementation of policies and services that meet customer expectation, delivery of a quality service and accountability, where people become part of the excellence of the service provided), the 5 Quality Service Determinants as defined by the SERVQUAL quality model (Reliability, Responsiveness, Empathy, Assurance and Tangibles), Directive 4-2 and any other directives or policies which establish quality standards within the Public Administration.

The English version of the ELT Council Quality Service Charter can be downloaded from *here*, and the Maltese version can be downloaded from *here*

With the achievement of the Quality Label, the ELT Council is committing to ensure ongoing monitoring of the standards with the aim of retaining the Quality Label.