Empowering the customer : the citizen in public sector reform / por Victor Ayeni. --
By: Ayeni, Victor
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Material type: 
BookSeries: Managing the Public Service. Strategies for Improvement Series; 13.Publisher: London : Commonwealth Secretariat, 2001Description: 63 p. : il.ISBN: 080926491.Subject(s): Reforma Administrativa | Serviço Público | Setor Público | Atendimento ao Cidadão | Cidadania | Qualidade | Reino Unido| Item type | Current location | Collection | Call number | Copy number | Status | Date due | Barcode |
|---|---|---|---|---|---|---|---|
| Livro Geral | Biblioteca Graciliano Ramos | Livro Geral | 352.3 A976e (Browse shelf) | Ex. 1 | Available | 10008556 |
1. Introduction. - Thinking differently. - Empowered customer. - 2. Developing customer orientation. - The continuing demand for quality. - Citizens as customers. - Recent initiatives. - 3. Empowering the socially deprived. - The socially deprived and vulnerable. - Meeting the needs of socially deprived groups. - Giving voice to the vulnerable. - 4. Charters and service standards. - What is a service charter? - Charter themes and development. - Impact and achievements. - 5. Developing and implementing service charters. - Introduction. - Key implementation steps. - Problems to watch. - 6. The service charter in practice. - Background. - The charter in operation since 1991. - What has the charter achieved? - Future plans for the charter. - 7. Consumer protection institutions and strategies. - Introduction. - Legislation. - Consumer organisations. - Consumer education and representation. - Redress. - 8. Consumer organisations at work. - The space for consumer organisations. - The history of the consumers organisation of Canada since 1897. - Four institutions crucial to market success. - What does the canadian experience mean for other countries? - 9. Product testing and quality assurance. - Introduction. - Comparative product testing. - Safety standards and ensuring quality.
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