Good practices in citizen-centred service
- Ottawa : Canadian Centre for Management Development, 1999
- 176 p.
- Good practices in citizen-centred service: Case studies - Citizens'views and expectations - Performance measurement and accountability - Tools for closing the service gap - The capacity of the public sector to deliver citizen-centred service
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Serviço Público Estudo de Caso Cidadania Atendimento ao Cidadão Qualidade Satisfação do Cliente Modernização Administrativa Parceria Público Privada Engenharia Reversa