01379pab a2200157 454500008004000000100002000040245007200060260000900132300001400141362001200155520092700167650003401094650003401128650002601162773003301188180718b2005   xxu||||| |||| 00| 0 eng d  aTorres, Lourdes  aService charters: reshaping trust in government - the case of Spain  c2005  ap.687-99.  aNov-Dec  aService 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. - Reproduced.  aPublic administration - Spain  aAdministrative reform - Spain  aAdministrative reform  aPublic Administration Review