Service Standard (template)
A service standard turns “we should improve this” into an operational contract.
1) Service promise (plain language)
- What users can achieve:
- Who it’s for:
- Key constraints (what it doesn’t do / where to go instead):
2) Service levels (examples)
Define targets that match user needs (not just internal throughput).
- Response times (digital + human)
- Time-to-complete (by journey stage)
- Error/rework targets
- Accessibility bar (e.g., WCAG level, plus non-digital support)
3) Communication standard
- Purpose statement (first 10 seconds)
- Expectation-setting moments (time/cost/eligibility)
- Status updates and “what happens next”
- Tone rules for high-stress situations
4) Decision policy (Principle 14)
- What decisions the service makes:
- Inputs used and why they matter:
- How decisions are explained:
- How users appeal / correct data:
- How staff override / escalate safely:
5) Human assistance model (Principle 15)
- Entry points to human help (where shown, how found)
- Triage and escalation rules
- Empowerment (what staff can decide/do)
- Knowledge base / scripts alignment with digital journey
6) Data and operational integrity (Principles 7 + 13)
- System-of-record for key user data
- Sync expectations across channels
- Change handling (name/address/phone/etc.)
- Audit trails and traceability
7) Measurement and incentives (Principle 12)
Pick a small set of measures that drive the right behaviour:
- User outcomes:
- Operational outcomes:
- Fairness/trust outcomes:
- Sustainability outcomes:
8) Ownership and review cadence
- Service owner:
- Key teams/orgs:
- Review cadence:
- How changes are tested and rolled out: