Responsive government :  service quality initiatives 
= L'Administration a L'Écoute du Public; initiatives relatives à la qualité du service 


 - Paris :  OECD/PUMA,  1996 
 - 298 p. 
 - Public Management Service .
<br/><br/> Organisation for Economic Co-Operation and Development 
<br/><br/> - 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 
<br/><br/><label>ISBN: </label>9264147098 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Serviço Público<br/>Qualidade<br/>Controle Social<br/>Atendimento ao Cidadão<br/>Responsabilidade Administrativa<br/> Setor Público<br/> Relações Intergovernamentais<br/>Acesso à Informação<br/>Controle Externo<br/>Prestação de Contas
<br/><br/><label>Subjects--Geographic Terms: </label><br/>Austrália<br/>França<br/>Inglaterra<br/>Portugal