CITIZEN'S CHARTERS AND PUBLIC SERVICE PROVISION: LESSONS FROM THE UK EXPERIENCE

FALCONER, PETER K.;ROSS, KATHLEEN

INTERNATIONAL REVIEW OF ADMINISTRATIVE SCIENCES, n.º 3/1999, pág. 339

1. Introduction. 2. The citizen's charter: anoverview. 3. Enhancing citizen participation: the Citizen'sCharter as an evolving management tool. 4. Reconsidering theCitizen's Charter as a management tool: the LabourGovernment's re-launch. 5. Conclusion: lessons from the UKexperience.