Simpósio sobre Iniciativas de Qualidade e Serviço organizado pelo Serviço de Gestão Pública (PUMA) da OCDE e realizado em Paris nos dias 7 e 8 de novembro de 1994.

1. Background paper - David Shand and Morten Arnberg. 2. Current and future developments in quality initiatives in the portuguese public administration - Isabel Corte-Real. 3. Current and future developments in service quality initiatives: the situation in France - Marcel Pochard. 4. Current and future developments in service quality initiatives - service quality programme: United Kingdom - Genie Turton. 5. 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. 6. Client consultation and participation: consumers and public services - Tormod Lunde. 7. Client consultation and participation: consumers and public services".A commentary on the paper by Tormod K. Lunde - Nikos Varelidis. 8. Informing clients: the role of public service standards statements - Henrik Hjortdal and Bent Schou. 9. "Informing clients: the role of public service standards statements".A commentary on the paper by Henrik Hjortdal and Bent Schou - Geert Bouckaert. 10. The role of client choice in improving public service provision - Roger Pyddoke. 11. "The role of client choice in improving public service provision". A commentary on the paper by Roger Pyddoke - Christopher Pollitt. 12. Achieving accountability for service quality: mechanisms for external review and quality assurance - Judith Aitken. 13. "Mechanisms for external review and quality assurance".A commentary on the paper by Judith Aitken - Alan Winberg. 14. Complaint and redress mechanisms in the public sector - Elizabeth Filkin. 15. "Complaint and redress mechanisms in the public sector".A commentary on the paper by Ms. Elizabeth Filkin - Michel Le Clainche. 16. Intergovernmental relations and service quality initiatives - Klaus H. Goetz and Helen Z. Margetts. 17. "Intergovernmetal relations and service quality initiatives". A commentary on the paper by Kalus Goetz and Helen Margetts - Jan Olsen. 18. Case study in service quality improvement - social welfare services, Ireland - Rory O'Shea. 19. A client focus: implications for elected officials and public servants - The Hon, Arthur C. Eggleton. 20. The role of client choice in improving public sector performance - Morten Arnberg. 21. Imforming clients: statements of service information and service standards - Morten Arnberg. 22. Quality strategies in three countries: France, the United Kingdom and Australia - Sylvie Trosa.