• it has opened itself to external challenge and scrutiny
• there was focused and meaningful consultation with local people, customers and key stakeholders as part of the review, which took account of the diversity of the community
• at all stages in the BVR process, staff and their representatives were involved and can see how their ideas and involvement shaped the outcome of the BVR
• the authority has data on the views of customers, residents and other stakeholders about the service
• it can show that customers, residents and stakeholders share its view of its current performance
• the customer satisfaction levels for the service compare well to national satisfaction rates for the service
• the service aims encompass a sensible trade-off between elected members’ strategic aims, the views of residents, customers and other external stakeholders, while responding to the diversity of the community
• the trade-offs that were made between the views of different consultees and the authority’s priorities were reasonable and transparent
• the authority can point to what changed as a result of consultation
• the views of consultees bear out the authority’s perception of what changed

Source: Audit Commission, Seeing is Believing, 2000 (extract)