Citizens first : summary report
= Les citoyens d'abord; sommaire
- Montreal : Canadian Centre for Management Development/Centre Canadien de Gestion, 1998
- 16 p.
The challenge Setting the record straight The service model Citizens'service needs and expectations Access to service Service delivery Perceptions of service quality Priorities for improvement The path forward
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Relações Estado e Sociedade Cidadania e Participação Serviços Públicos Qualidade