The adaptation of UK customer service excellence, standard for business inspection function of the Ministry of Economy

Abstract

This internship policy analysis project was conducted at the Ministry of Economy in Armenia and aims to assist the public service reform in Armenia. First of all, this paper will present the UK government standard – Customer Service Excellence as an example of “best practice” in public service provision and will choose the Business Inspection Function of the Ministry for the application of that standard. Secondly, it will come up with a specific workable set of the UK standard for that particular function, which will be based on face to face interviews conducted with the implementers of the function and businesses – the users of the function. Finally, within the framework of recommendations, the paper will apply that workable set to seven issues recommended to the Armenian Business Inspections by the International Finance Corporation and suggest an adapted version of the standard.