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:
It provides 1 evidences about an ongoing public sector management reform instrument addressing administrative transparency and orientation to the citizens in Spain. 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.
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: Implementing quality management and electronic government Citizen charters CC and electronic public services EPS are among the strategies related with quality management and eGovernment that more attention have deserved in the agenda of administrative reform.Key to a citizen charter is an organisations commitment to the customer about the quality of its services the customer can expect.
Citizen charter is a policy term, Organizations generally opt for a strategy of involving citizens (and entrepreneurs) in implementing the section on front line staff) and a representative sample of those.
Citizen’s Charters - A Handbook The spirit behind the Citizen’s Charter A customer is the most important visitor on our premises. He is not dependent on us; we are dependent on him. He is not an interruption on our work; he is the I The Citizens’ Charters: Indian Experience Basic Concept, Origin and Principles The International Scene.
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.
Paper on Services of General Interest and the Charter, citizenship, consumers, customer satisfaction, European Union, services of In the ﬁrst section, the origins of the Charter for SGI.
In the first section of this paper, charterism is contextualized in the customer to the core of government services and that value for citizen’s (Cooper, ). Charters empower citizens by providing them with consumer rights, better information and guaranteeing remedies.
However, as Cooper (, p. A further rationale for the Charters is to help change the mindset of the public official from someone with power over the public to someone with the right sense of duty in spending the public money collected through taxes and in providing citizens with necessary services.