Service Charters: Reshaping Trust in Government—The Case of Spain

Lourdes Torres

47 citations0/0 files storedPublic Administration Review

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Public Policy and Administration Research Administrative Law and Governance E-Government and Public Services

Abstract

Service charters are located at the intersection between public administration reforms and governance initiatives for improving citizen trust in governments. Service charters in Spain show the will to shift from a legal tradition to one that meets citizens' needs and makes government more accessible, transparent, and open to the public. The article examines the role and performance of service charters and the contribution of charters to change in Spanish public administration, to the empowerment of citizens in the improvement of service standards, and to citizen participation in the organization of public services. It aims to investigate the factors that drive the introduction of charters and the performance that can be obtained. To test the potential of service charters in Spain, we interviewed public‐sector managers at the central level by applying the Delphi method and statistical techniques.

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References

2004Public Management Reform: A Comparative Analysis 1976The Delphi Method: Techniques and Applications 1994From old public administration to new public management 2000Public Management Reform. A Comparative Analysis 2003Public Service Performance and Trust in Government: The Problem of Causality 1959On the Epistemology of the Inexact Sciences 1997The global revolution in public management: Driving themes, missing links 1998Administrative Leadership, Neo-Managerialism, and the Public Management Movement

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