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 following services have achieved the Quality Label for Excellence in Service:
Our Gender-Based and Domestic Violence Unit provides dedicated assistance, protection and support to persons affected by gender-based and domestic violence. Its achievement of the Quality Label reflects its commitment to maintaining high standards of care, professionalism and service delivery.
The English version of the Gender Based Domestic Violence Unit Quality Service Charter can be downloaded from here, and the Maltese version can be downloaded from here.
Our Community Policing Team works closely with residents, local councils and community partners to provide a visible, accessible and responsive policing service across Malta and Gozo. Its achievement of the Quality Label reflects its commitment to strengthening public trust and addressing the needs of local communities.
The English version of the Community Policing Team Quality Service Charter can be downloaded from here, and the Maltese version can be downloaded from here.
With the achievement of the Quality Label, all services are committing to ensure ongoing monitoring of the standards with the aim of retaining the Quality Label.