THE standard of service provided to people in the area by Lancaster City Council is set to come under even more scrutiny following the launch of a new publication this week. A booklet called "Delivering a Quality Service" was released by the council on Tuesday setting out in black and white exactly what the public can expect from councillors and council workers. That, according to officials at the authority, should improve the quality of services provided by the city council.

Town Clerk John Burrows explained: "I want to ensure that local businesses and visitors get the very best service possible from the excellent and committed staff employed by Lancaster City Council.

"In all its work and services, the council will be; responsive, caring, fair, quality conscious, efficient, and effective in meeting the needs of the area.

"All council employees are asked to follow these six principles in their everyday work and to contribute to making them a real part of our customer service."

Plans for the booklet were first mooted during the summer. Since then, all council staff have been consulted and the final version of the publication should soon be available to the public.

The standard of service it sets out includes:

phones should be answered within five rings

letters should be replied to or at least acknowledged within five working days

council drivers should be driven and parked courteously

council workers should convey a polite, professional and friendly manner at all times

Cllr Stanley Henig, the leader of the council, said: "Our aim is simple, with the resources available we want to provide the best possible service to all the residents of the district. We are committed to quality and efficiency."

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