Organisation for Economic Co-Operation and Development

- Background paper - David Shand and Morten Arnberg - Current and future developments in quality initiatives in the portugueses public administration - Isabel Corte-Real - current and future developments in service quality initiatives: the situation in France - Marcel Pochard - current and future developments in service quality initiatives - service quality programme: United Kingdom - Genie Turton - current and future developments in service quality initiatives in POrtugal, France and the United Kingdom.A commentary on the papers by Isabel Corte-Real, Marcel Pochard and Genie Turton - Wendy O'Conghaile - client consultation and participation: consumers and public services - Tormod Lunde - "Client consultation and participation: consumers and public services".A commentary on the paper by Tormod K. Lunde - Nikos Varelidis - Informing clients: the role of public service standards statements - Henrik Hjortdal and Bent Schou - "Informing clients: the role of public service standards statements".A commentary on the paper by Henrik Hjortdal and Bent Schou - Geert Bouckaert - The role of client choice in improving public service provision - Roger Pyddoke - "The role of client choice in improving public service provision". A commentary on the paper by Roger Pyddoke - Christopher Pollitt - Achieving accountability for service quality: mechanisms for external review and quality assurance - Judith Aitken - "Mechanisms for external review and quality assurance".A commentary on the paper by Judith Aitken - Alan Winberg - Complaint and redress mechanisms in the public sector - Elizabeth Filkin - "Complaint and redress mechanisms in the public sector".A commentary on the paper by Ms. Elizabeth Filkin - Michel Le Clainche - Intergovernmental relations and service quality initiatives - Klaus H. Goetz and Helen Z. Margetts - "Intergovernmetal relations and service quality initiatives". A commentary on the paper by Kalus Goetz and Helen Margetts - Jan Olsen - Case study in service quality improvement - social welfare services, Ireland - Rory O'Shea - A client focus: implications for elected officials and public servants - The Hon, Arthur C. Eggleton - The role of client choice in improving public sector performance - Morten Arnberg - Imforming clients: statements of service information and service standards - Morten Arnberg - Quality strategies in three countries: France, the United Kingdom and Australia - Sylvie Trosa