Expanding knowledge of available services

The UK's first telephone helpline for the public services was set up as part of the citizen's charter. It is intended to make the 1,400 public organizations in the UK more responsive to those who use them. Carterline began its trial in three UK counties in 1993. It receives up to 250 calls a day; most calls have been enquiries for information, especially about social security benefits and health services. The telephone operators give out names and telephone numbers of people who can answer callers queries and receive complaints, and also gives information about the Citizen's Charter and individual charters.