Vox Populi Quality Standard

BALI is offering an accredited customer service award for excellence. Just as Charter Mark, Investors in People and ISO 9000 are accredited in the UK and the EU with support from the UK government, Vox Populi is fully accredited through BALI using only qualified assessors. This is a powerful tool in helping organisations acquire an international status for quality. In addition to the satisfaction of having their organisation recognised for eligibility by world financial aid programmes, they must demonstrate that they are at the forefront in providing excellent services to their students and staff.

What is Vox Populi?

Vox Populi is the international award for public sector organisations based on the highly successful UK award formerly known as Charter Mark promoted by the UK Cabinet Office. It is not identical as some aspects are not transferable from the UK to other countries. It is, however, based on the same principles and practice of Customer Care and Customer Service Excellence and meets equivalency objectives.

Vox Populi is the award scheme for recognising and encouraging excellence in providing education services. It has been developed to be applied to universities, colleges, and other education bodies internationally. It is unique among quality schemes in the way it concentrates on results – the service the customer actually receives. If you reach the Vox Populi standard, it shows your organisation puts its users first, and is delivering a first class service.

How does it work?

There are three key stages. First, you measure your service against the ten Vox Populi criteria and make an application to the BALI. Second, your application is subject to expert scrutiny, and in most cases you get a visit by one of our assessors. Third, based on the evidence you have provided, you get detailed feedback from us on how to improve your service further. And you learn whether you have won the award.

The Vox Populi criteria

The following points set out the evidence the judges will be looking for under each of the ten criteria. Vox Populi is flexible. The judges will take into account the differences between the types of organisations applying and between the circumstances they operate in. The judges will not be expecting organisations to meet the criteria in the same ways. The ten criteria that applicants must meet are the following:

Set clear standards of service that users can expect, and monitor and review performance and publish the results, following independent validation, wherever possible.
Be open and communicate clearly and effectively in plain language to help people using services; and provide full information about services, their cost and how well they perform.
Consult and involve present and potential users of services as well as those who work in them; and use their views to improve the service provided.
Make services easily available to everyone who needs them including new technology to the full, offering choice wherever possible.
Treat all people fairly, respect their privacy and dignity, be helpful and courteous and pay particular attention to those with special needs.
Put things right quickly and effectively; learn from complaints; and have a clear, well publicised and easy to use complaints procedure, with independent review wherever possible.
Use resources effectively to provide best value for taxpayers and users.
Always look for ways to improve the services and facilities offered, particularly the use of new technology.
Work with other providers to ensure that services are simple to use, effective and co-ordinated, and deliver a better service to users.
Show that your users are satisfied with the quality of service they are receiving

Process of expert assessment of educational institutions for international certification by Vox Populi

Vox Populi criteria