Synonyms
Definition
Following the European Public Administration Network (EUPAN 2008), “key to a citizen charter is an organizations commitment to the customer about the quality of its services the customer can expect. Citizen charter is a policy term, in practice also called service guaranteed or service standard.” Citizen charters form a part of the range of ideas around total quality management although other tools can also be used. Consequently, citizen charter can easily be combined with CAF, EFQM, BSC, customer satisfaction survey, process management, or comparable operational management instruments like customer journey mapping, usability testing, and website analysis.
According to OECD et al. (2007), a service charter may be defined as a public document that sets out basic information on the services provided, the standards of service that costumers can expect from an organization, and how to make complaints or suggestions...
This is a preview of subscription content, log in via an institution to check access.
References
Australian Public Service Commission (2004) The Australian experience of public sector reform, APSC Australian Government, Camberra. http://www.apsc.gov.au/abouot/exppsreform10htm
Clark D (2012) Public service charter. In: Cote L, Savard JF (eds) Encclopedict dictionary of public administration. http://www.dictionnaire.enap.ca
Clifton J, Comín F, Díaz D (2005) Empowering Europe’s citizen’s? Towards a charter for services of general interest. Public Manage Rev 7(3):417–443
Department of Administrative Reforms and Public Grievance (DARPG) (2013) http://darpg.nic.in/ArticleContent.aspx
Drewry G (2005) Citizen’s charters. Service quality chameleons. Public Manage Rev 7(3):321–340
Economic Regulation Authority, Western Australia (2006) Customer service charter guidelines. www.era.wa.gov.au
European Public Administration Network (EUPAN) (2008) Seven steps to a citizen charter with service standards. Implementation Plan for Governmental Organization. Practitioners Handbook. EUPAN
Hill H (ed) (2007) Modernizing government in Europe. Nomos Verlag, Baden-Baden, pp 191–212
Hood C (1991) A public management for all seasons? Public Adm 69:3–19
Hood C (1995) Contemporary public management: a new global paradigm. Public Policy Adm 10(2):104–117
House of Commons (2008) From citizen’s charter to public service guarantees: entitlements to public services twelfth report of session 2007–08 report, together with formal minutes ordered by The House of Commons to be printed
Kickert W (2007) Distinctive characteristics of State and Administrative Reform in Southern Europe. In: Hill H (ed), Modernizing government in Europe. Nomos Verlag, Baden-Baden
Jain M (2001) Excellence in Government. A bluepoint for reinventing the Government. Atlantic Publishers and Distributors. New Delhi
Kuuttiniemi K, Virtanen P (2008) Citizens charters and compensation mechanisms. Ministry of Finance/Public Management Department, Helsinki
Ministry for Public Expenditure and Reform (Ireland) (2012) Guidelines for the preparation of Customer Charters & Customer Action Plans. Ministry for Public Expenditure and Reform, Canada.
Ministry of Finance and Public Administration (Government of Spain) (2015) Common framework on service Charters in Spanish public administrations
Mussari R (1998) The citizen’s charter: opportunity for NPM Implementation in italianhealth service. In: International Public Management Network Conference, Salem, 28–30june 1998
Navarro A, Rodríguez MP (2011) Usefulness of valuation model of the IPSASs for government accountability: the perspective of supreme audit institutions. Span J Finan Acc XL(149):125–162
Nigussa F (2013) Cross country experiences of citizens’ charter implementation. Glob J. http://www.theglobaljournal.net/group/global-governance/article/1140
OECD, Löffer E, Parrado S, Zmeskal T (2007) Improving customer orientation through service charters. A handbook for improving quality of public services. OECD/Ministry of Interior the Czech Republic/Governance International, Paris
Parrado S (2006) Improving customer orientation through service charters UNED and Governance International “Quality Management in Public Sector”, Vinilus, 27–28
Spanish Federation of Municipalities and Provinces (2011) Preparing and management of a services charter in local administration. http://www.femp.es
Torres L (2005) Service charters: reshaping trust in government- the case of Spain. Public Adm Rev 65(6):687–699
Torres L (2006) Service charters in Spain: transparency and citizen empowerment or government marketing. Public Money Manage 26:159–164
Treasury Board of Canada Secretariat(Canada) (2012) Guideline on service standards. http://www.tbs.gc.ca
UK Parliament (2008) http://www.publications.parliament.uk/pa/cm200798/cmselect/cmpubadm
Van de Valle S, Thijs N, Bouckaert G (2005) A tale of two Charters. Political crisis, political realignment and administrative reform in Belgium. Public Manage Rev 7(3):367–390
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2016 Springer International Publishing Switzerland
About this entry
Cite this entry
Galera, A.N. (2016). Service Charters. In: Farazmand, A. (eds) Global Encyclopedia of Public Administration, Public Policy, and Governance. Springer, Cham. https://doi.org/10.1007/978-3-319-31816-5_2300-1
Download citation
DOI: https://doi.org/10.1007/978-3-319-31816-5_2300-1
Received:
Accepted:
Published:
Publisher Name: Springer, Cham
Online ISBN: 978-3-319-31816-5
eBook Packages: Springer Reference Economics and FinanceReference Module Humanities and Social SciencesReference Module Business, Economics and Social Sciences