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1.
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Cidadanias : relações de atendimento no serviço público do Rio de Janeiro
by MACEDO, Marcelo Ernandez. Material type:  Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Rio de Janeiro : Tribunal de Contas do Estado do Rio de Janeiro/Instituto Serzedello Corrêa, 1996Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.15M1413c] (1).
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2.
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Atendimento novo, vida nova
by BRASIL. SECRETARIA DE ADMINISTRAÇÃO FEDERAL. Edition: 2. edMaterial type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Brasilia : Secretaria de Planejamento da Presidencia da Republica, 1982Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.15B8233a] (1).
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3.
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Atendimento novo, vida nova
by BRASIL. Secretaria de Administração Federal. Edition: 3. edMaterial type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Brasília : SAF, 1990Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.15 B8233a] (1).
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4.
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Responsive government : service quality initiatives
by Symposium on Service Quality Iniatives Paris 07-08 nov. 1994 | . Material type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Paris : OECD/PUMA, 1996Title translated: L'Administration a L'Écoute du Public; initiatives relatives à la qualité du service.Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.19S98912r] (1).
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5.
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Usagers ou clients? : marketing et qualite dans les services publics
by QUATREBARBES, Bertrand. Material type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Paris : Les Editions d'Organisation, 1996Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.17Q23u] (1).
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6.
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Manual para la señalizacion de oficinas y creacion de unidades de atencion al publico : Programa Nacional de Desburocratizacion
by URUGUAI. Secretaria de la Presidencia de la Republica. Material type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Montevideo : PRONADE, 1996Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.15U825m] (1).
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7.
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Quand l'etat s'engage : la demarche contractuelle
by Trosa, Sylvie. Material type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Paris : Editions d'Organisation, 1999Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.19T857q] (1).
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8.
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Guía para la implantación de cartas de servicios Material type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Madrid : Ministerio de Administraciones Públicas, 2000Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.15G896g] (2).
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9.
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Empowering the customer : the citizen in public sector reform / por Victor Ayeni. --
by Ayeni, Victor. Material type: Book; Format:
print
; Literary form:
Not fiction
Publisher: London : Commonwealth Secretariat, 2001Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 352.3 A976e] (1).
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10.
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Pesquisas de satisfação dos usuários dos serviços públicos : conceitos e instrumentos
by BRASIL. MINISTÉRIO DO PLANEJAMENTO, ORÇAMENTO E GESTÃO. Material type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Brasilia : ENAP, 2002Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.15B8233p] (3). On order (1).
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11.
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Politicians, bureaucrats and administrative reform
by Pierre, Jon (Ed.). Material type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: London : Routledge, 2001Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 322.44 P7695] (1).
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12.
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Estratégias de orientação para o usuário-cidadão Material type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Brasilia : ENAP, 2001Availability: No items available On order (1).
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13.
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CITIZENS FIRST Material type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Ottawa : Canadian Centre for Management Development/ Centre Canadien de Gestion, 1998Title translated: Les citoyens d'abord.Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.19C5812c] (1).
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14.
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Desburocratização : roteiro para desburocratizar
by BRASIL. Ministério do Planejamento, Orçamento e Gestão. Secretaria de Gestão. Programa Nacional de Desburocratização. Material type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Brasília : MP, 2001Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.11B8233dr] (1).
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15.
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Citizen-centred service : responding to the needs of canadians
by Canadian Centre for Management Development. Material type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Ottawa : The Learning Centre, 1999Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 353.48 C21258c] (1).
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16.
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BOAS Práticas no Setor Público Edition: 4. edMaterial type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Lisboa : INA / Sociedade de Publicações Lda, 2006Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 2.19B6626b] (1).
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17.
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GOVERNANCE in the Twenty-First Century : revitalizing the public service / B. Guy Peters e Donald J. Savoie. --
by Peters, B. Guy [Ed.] | Savoie, Donald J [Ed.]. Material type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Québec : Canadian Centre for Management Development/ Centre Canadien de Gestion, 2000. --Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 4.05G7211go] (2).
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18.
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O impacto da tecnologia de informação e comunicação na qualidade dos serviços públicos : a declaração do imposto de renda da pessoa física
by MARTINEZ, Ivonete. Material type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: São Paulo : Instituto de Pesquisas Energéticas e Nucleares/ USP, 2004Dissertation note: ^a Trabalho de conclusão de curso^b MBA Gestão de Negócios e Tecnologia Universidade de São Paulo. Instituto de Pesquisas Energéticas e Nucleares Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 7.05M3852i] (1).
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19.
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Good practices in citizen-centred service
by BLYTHE, D. Marie | MARSON, D. Brian. Material type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Ottawa : Canadian Centre for Management Development, 1999Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.19B6615g] (1).
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20.
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Relatório quantitativo-descritivo do diagnóstico PNAGE : tabelas, quadros e gráficos
by Brasil. Ministério do Planejamento, Orçamento e Gestão | Abrúcio, Fernando [consultor]. Material type: Book; Format:
print
; Literary form:
Not fiction
Publisher: Brasília : MP, 2003Availability: Items available for reference: Biblioteca Graciliano Ramos [Call number: 352.130728 R3823] (1).
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