The citizen's charter: A preliminary analysis

Christopher Pollitt

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Public Policy and Administration Research E-Government and Public Services Public Administration in Developing Nations

Abstract

The Citizen's Charter is far from straightforward. It is not a single charter, and is addressed more to the users of public services than to citizens as such. Born in political circumstances that appeared to demand that a new Prime Minister ‘did something of his own’, the Charter subsequently developed into an on‐going programme that mixed together the restatement of well‐established entitlements with the proclamation of new management commitments. It is too early to form a clear overall picture of the actual impact of the Charter, but there are signs that its ‘value‐added’ varies considerably from service to service, and that there are several contexts in which charter standards have, as yet, made only a slight contribution to service quality.

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1993Managerialism and the Public Services: Cuts or Cultural Change in the 1990S?

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2007THE SHINING LIGHTS? PUBLIC SERVICE AWARDS AS AN APPROACH TO SERVICE IMPROVEMENT 2005Creating Citizen-Consumers: New Labour and the Remaking of Public Services 2010Citizens and/or consumers: mutations in the construction of concepts and practices of school choice 1995Quality management in services: is the public sector keeping pace?2005Service Charters: Reshaping Trust in Government—The Case of Spain 1996Evaluation, learning and the effectiveness of public services 2000Quality Standards in the Public Sector: Differences Between Italy and the UK in the Citizen’s Charter initiative 2005The Citizen’. Charter: How Such Initiatives Might Be More Effective

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