000			03832nam a2200445uu 4500
001			2251
003			OSt
005			20241108062606.0
008			001106s1996 xx ||||g| |0|| 0 eng d
020			_a9264147098
033			_p
090			_a1.19 _bS98912r
242	1	0	_aL'Administration a L'Écoute du Public; initiatives relatives à la qualité du service
245	1	0	_aResponsive government : _bservice quality initiatives
260			_aParis : _bOECD/PUMA, _c1996
300			_a298 p.
490	0		_aPublic Management Service
500			_aOrganisation for Economic Co-Operation and Development
505	8	0	_t- Background paper - David Shand and Morten Arnberg _t- Current and future developments in quality initiatives in the portugueses public administration - Isabel Corte-Real _t- current and future developments in service quality initiatives: the situation in France - Marcel Pochard _t- current and future developments in service quality initiatives - service quality programme: United Kingdom - Genie Turton _t- 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 _t- client consultation and participation: consumers and public services - Tormod Lunde _t- "Client consultation and participation: consumers and public services".A commentary on the paper by Tormod K. Lunde - Nikos Varelidis _t- Informing clients: the role of public service standards statements - Henrik Hjortdal and Bent Schou _t- "Informing clients: the role of public service standards statements".A commentary on the paper by Henrik Hjortdal and Bent Schou - Geert Bouckaert _t- The role of client choice in improving public service provision - Roger Pyddoke _t- "The role of client choice in improving public service provision". A commentary on the paper by Roger Pyddoke - Christopher Pollitt _t- Achieving accountability for service quality: mechanisms for external review and quality assurance - Judith Aitken _t- "Mechanisms for external review and quality assurance".A commentary on the paper by Judith Aitken - Alan Winberg _t- Complaint and redress mechanisms in the public sector - Elizabeth Filkin _t- "Complaint and redress mechanisms in the public sector".A commentary on the paper by Ms. Elizabeth Filkin - Michel Le Clainche _t- Intergovernmental relations and service quality initiatives - Klaus H. Goetz and Helen Z. Margetts _t- "Intergovernmetal relations and service quality initiatives". A commentary on the paper by Kalus Goetz and Helen Margetts - Jan Olsen _t- Case study in service quality improvement - social welfare services, Ireland - Rory O'Shea _t- A client focus: implications for elected officials and public servants - The Hon, Arthur C. Eggleton _t- The role of client choice in improving public sector performance - Morten Arnberg _t- Imforming clients: statements of service information and service standards - Morten Arnberg _t- Quality strategies in three countries: France, the United Kingdom and Australia - Sylvie Trosa
650		4	_912780 _aServiço Público
650		4	_aQualidade _912842
650		4	_aControle Social _912092
650		4	_aAtendimento ao Cidadão _912988
650		4	_aResponsabilidade Administrativa _913545
650		4	_912235 _aSetor Público
650		4	_912062 _a Relações Intergovernamentais
650		4	_aAcesso à Informação _913150
650		4	_aControle Externo _913745
650		4	_912154 _a Prestação de Contas
651		4	_aAustrália _912933
651		4	_aFrança _913169
651		4	_aInglaterra _913196
651		4	_aPortugal _913376
711	2		_aSymposium on Service Quality Iniatives _cParis _d07-08 nov. 1994 _914233
942			_cG
998			_a20001106 _bRutele _cRutelene
998			_a20130613 _b1108^b _ckarina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c2433 _d2433
700			_a
041			_aeng