000			01430pab a2200181 454500
008			180718b2005 xxu||||| |||| 00| 0 eng d
100			_aTorres, Lourdes
245			_aService charters: reshaping trust in government - the case of Spain
260			_c2005
300			_ap.687-99.
362			_aNov-Dec
520			_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.
650			_aPublic administration - Spain
650			_aAdministrative reform - Spain
650			_aAdministrative reform
773			_aPublic Administration Review
909			_a68288
999			_c68288 _d68288