Standards

Introduction

Chester Archaeology will conduct its operations in accordance with all relevant legislation and Council policies and standards. Where Council-wide policies and standards do not exist, Chester Archaeology will establish its own. In setting these, wherever possible it will seek to follow any professional codes, standards and guidelines and current best practice. It will also seek to achieve the maximum practicable harmonisation of practice with other organisations.

Standards of professional conduct

The general conduct of staff is governed by the City Council's Code of Conduct for all Employees. In professional archaeological matters, staff will abide by the Code of Conduct of the Institute of Field Archaeologists and the Institute's Code of Approved Practice for the Regulation of Contractual Arrangements, so far as these are consistent with the Council's own rules.

General operational principles

The general principles on which Chester Archaeology will operate are set out under the headings:

• Information
• Choice and consultation
• Courtesy and helpfulness
• Customer satisfaction and putting things right
• Value for money
• Improvements in the quality of service

Performance standards

Performance standards giving effect to these principles, and against which the Service can be judged, are specified in check-lists.

Technical standards

We have a suite of technical standards governing a wide range of archaeological matters. Wherever possible they are based on national standards, such as those of the IFA. Copies can be obtained on request.

Setting and implementing standards

The following matters are currently subject to corporate standards and monitoring:

• Response to communications
• Handling of complaints
• Personnel matters
• Financial and contract matters

In other areas, overall responsibility and authority for the establishment, monitoring and review of quality standards rests with the City Archaeologist, who may seek advice from other staff of Chester Archaeology or elsewhere as necessary.

• The responsibility for the appropriate implementation of standards and their documentation rests with project leaders.
• Where internal standards are derived from national standards or guidelines, the date and edition of the latter will be cited. Changes in national standards and guidelines will be adopted as soon as practicable. Internal standards will in all cases be reviewed at least every three years.
• Chester Archaeology will promote the adoption of relevant standards and good practice by others, both through its regulatory role and by advocacy.
• The internal standards and internal monitoring used by Chester Archaeology shall be no less rigorous than those it imposes on other contractors in its regulatory role. When operating in a contract role, Chester Archaeology will co-operate fully with the requirements of other regulatory bodies.

Information

Chester Archaeology will provide clear, accurate and up-to-date information on:   

• Its academic and business objectives and performance targets
• The services it offers, how to make use of them, and any charges
• The role in which it is acting and the choices open to people in dealing with archaeological matters
• Decisions it makes that affect people's lives, with the reasons behind those decisions
• The standards of service that it offers, and those  that it requires of others either in its regulatory role or as a client
• Its performance as an organisation
• The results of its work
• The archaeological heritage of Chester and its District
• How to find out about archaeology and get involved 

We will provide and distribute this information in a variety of ways, both directly and through other agencies, in order to make it as accessible as possible, including to people with disabilities.  However, there will be occasions when it will be appropriate for us to keep information confidential, for example for legal or commercial reasons, or to protect sensitive archaeological sites from damage. 

Choice and Consultation 

• Chester Archaeology will co-operate with relevant programmes of formal customer consultation carried out by Chester City  Council and other bodies, and where appropriate initiate its own. All aspects of the Service's work will also be subject to continuous informal consultation.
• So far as is permitted by its statutory duties and good professional practice, Chester Archaeology will take into account the views of local residents and interest groups and its customers further afield concerning the range, content and delivery of the services it provides and will consult with local communities regarding the preservation and exploitation of sites and monuments in  their areas.
• In devising mitigation strategies for development control we recognise the legitimate aspirations of others and negotiate to achieve the best mutually acceptable solution. However, our ultimate responsibility is to ensure the long-term survival of critical heritage assets.
• Professional services will be negotiated to meet clients' timescales, budgets and other requirements.
• Chester Archaeology will operate flexibly and offer as wide a choice as practicable in the ways and times at which it provides its services in order to meet customers' needs.

Courtesy and Helpfulness

We believe that our customers are entitled to a service that is as accessible, flexible and efficient as possible and is personal and helpful. Staff will identify themselves in all their dealings with customers and observe corporate standards regarding communications.    

• Customers' needs will be clearly established and met as  closely as possible. However, the Service will not always  be able to meet the needs of potential customers. Staff  will do their best to tell people in advance if this is likely to be the case, and where possible refer them to others who may be better able to meet their needs.
• We will keep people informed on the progress of work that affects them.
• If a promised service cannot be delivered, customers will be informed as soon as possible and, if practicable, an alternative will be offered.
• We recognise that many of our suppliers and sub-contractors are small businesses or self-employed individuals.  Subject to their services being satisfactory, we will pay their bills promptly.
• We will give appropriate credit for work done for the  Service by partners, consultants, temporary staff and volunteers.
• We will deal sensitively with the excavation, reporting, display and disposal of human remains. 

Customer Satisfaction and Putting things Right

Customer Satisfaction

Customer satisfaction will be monitored through the consultation procedures outlined elsewhere.  Practicable improvements will be identified and implemented as soon as possible.

Putting Things Right 

Chester Archaeology operates the City Council's complaints procedure.  Staff will check customers' satisfaction during and at the end of any transaction and attempt to rectify any dissatisfaction.  If this is unsuccessful, staff will explain the procedure for making a formal complaint.

Value for money   

• Chester Archaeology will operate within its budgets and meet its targets for income generation.
• It will periodically review the range of services it offers, their take-up and the opportunities for change in  the pursuit of best value
• The Service will review which products and services should be supplied free to users and which should be subject to charges, in the light of the source of funding, the nature of the users, the take-up of services, relevant Council policies and current practice elsewhere.  It will pursue opportunities for income generation insofar as these do not prejudice its integrity or responsibilities, or those of the Council.
• It will endeavour to match comparable organisations in the quality and unit price of its services.  This will be monitored through performance indicators and benchmarks
• The Service will endeavour to obtain best value from its  suppliers.

Improvements in the Quality of Service

We will implement it through:  

• Clear assignment of responsibility and authority to staff for establishing, implementing, monitoring and reviewing standards and benchmarks
• Identification and documentation of customers' needs and the establishment of standard/custom methodologies
• Appropriate training, individual needs being identified primarily through the Council's Performance Appraisal and Improvement Scheme
• Project meetings and other means to inform and motivate staff and create synergies
• Effective monitoring of work to identify and resolve problems

Improvements 

The policy of Chester Archaeology is one of continuous  improvement in the quality and value of its services. These improvements will be made in response to customer  feedback, staff suggestions and advances at national and Council level.