A paper on section b citizens and customer charters

The three essential aspects emphasised in good governance are transparency, accountability and responsiveness of the administration. The concept was first articulated and implemented in the United Kingdom by the Conservative Government of John Major in as a national programme with a simple aim: These were later elaborated by the Labour Government as the nine principles of Service Deliverywhich are as follows:

A paper on section b citizens and customer charters

It provides 1 evidences about an ongoing public sector management reform instrument addressing administrative transparency and orientation to the citizens in Spain.

A paper on section b citizens and customer charters

This article presents a case study methodology, using a comparative approach addressing the study of past experiences and trajectories with quality management and eGovernment strategies.

This paper provides fresh ideas about the necessity to adopt hybrid public sector management reform strategies, to transform government addressing the importance of electronic public services and the quality standards required to meet citizens requirements and expectations in eGovernment scenarios.

Service quality became an area of growing interest in public administration during the last decades. More recently, the diffusion of digital era governance improvements promoted the diffusion of electronic public services world wide. Bearing in mind the previous, public sector organizations are now exploring synergies between quality management techniques and eGovernment, facing increasing demands of progresses in the orientation to the citizens and the transparency of digital means.

Even if the diffusion of these new public sector management instruments is very recent, the capacity to generate synergies between quality management and eGovernment deserves singular attention. To do so, a detailed fieldwork was deployed during the first three months of In the first instance, it implied the search, identification, and analysis of CCEPS then available in units and agencies of the Spanish government.

Also, personal interviews were implemented in order to complete the information.

A paper on section b citizens and customer charters

Finally, an exhaustive documentary analysis was deployed using official strategies, documents, and norms emanated from Spanish ministries and agencies related with this public modernization area. The first section will provide a general overview of the last public sector reforms, addressing the importance of the citizens and administrative transparency.

Secondly, there is a section particularly devoted to the diffusion of quality management and eGovernment ideas in comparative perspective, using citizen charters and electronic public services. Finally, the author provides a final assessment and discussion with last comments and future prospects.

In search of citizens and administrative transparency During the last thirty years different and various reform strategies and policies have been formulated to transform public administrations in different politico-administrative contexts.

In general, the rubric New Public Management NGP inspired a number of processes of administrative modernization in developed countries, providing not only some theoretical principles, but also a toolkit to implement such aspirations Barzelay, ; Osborne y Gaebler, I gratefully thank the support of the Oxford Internet Institute, University of Oxford, to improve this work during my time as Visiting Fellow in Summer There was a common diagnosis in the international level about the problems of traditional bureaucracy as organizational system for public services, being among the most salient problems of public bureaucracies the incapacity to attend customer needs and the lack of transparency within the administrative black box Hughes,Lane, First, there was a clear attempt in public sector organizations to transform the nature of the relationships with the citizens.

The potential of the metaphor of citizens as consumers of public services was rapidly extended to underline their importance as recipients of public policies and products, with some special rights and duties derived from the political dimension of that interaction.

Second, the idea of administrative transparency was reinforced in a moment in which public administrations were confronting a more complex context blurred by growing networks of agents. The administrative transparency was even a more difficult objective than the approximation to the citizens, because the former implied real participation in decision-making processes.

This idea was alien or even opposed to the logic of private sector companies, and was supported on the political dimension of public sector and the distinctive nature of the context to provide services to the citizens Fountain, Different routes were explored in order to introduce both general objectives.


This paper tackles with two of them particularly:a tool to address Customer Relations Management Citizens Charters as a way to improve customer care in municipalities” Local Government Bulletin Vol.

8 No. 3 July.. 1 White Paper on Local Government () Section B: Developmental Local Government: Section 4. Electronic Government Meets Quality Management. A Study of Citizen Charters for Electronic Public Services in Spain The first section will provide a general overview of the last public sector.

Citizen Charter In: Social Issues Submitted By mahesh55 10/21/13 Citizen Citizen’s Charters- A Handbook A Publication of the Government of India Ministry of Personnel, Public Grievances and Pensions Department of Administrative Reforms and Public Grievances New Delhi, India Border Citizens It is easy to characterize the history of the.

A Paper on Section B Citizens and Customer Charters ( words, 1 pages) Section B Citizens' and customer charters Many organisations are very reputable and go beyond their rights under law by offering a range of services to their customers.

The Citizen's Charter Research Paper 95/66 25 May Since then, forty charters have been published, setting the standards of service that individuals have a right to expect from the full range of public services.

This Research Paper summarises each of these, and provides a short Business & Transport Section House of Commons Library. Citizens’ Charters publicly declare the information on citizens’ entitlements thereby making citizens better informed and hence empowering them to demand better services.

b) Public Grievance Redress requires a good Grievance Redressal System operating in a manner that leaves the citizen more satisfied with how the organization responds to.

Citizen Charter – Central Excise, Customs and Service Tax