Putting Citizens First [electronic resource]: Portuguese Experience in Public Management Reform No. 13 /
Alpöge, Atila,1935-
Organisation for Economic Co-operation and Development.
Paris : OECD Publishing,
1996.
The Public Management Occasional Papers are specialised reports prepared for the work of the OECD's Public Management Committee. This publication focuses on the reform strategies used in Portugal. The success or failure of reforms depends largely on how the questions of "how to start" and "how to proceed" are addressed. Portugal offers a valuable example. Twenty years ago, a reform movement was launched to modernise the country and its public service. This publication describes that reform, which came to put service to the citizen first, underlines its innovative aspects, and draws some interesting lessons to the attention of practitioners in other countries.
Foreword Executive Summary PART I. AN INNOVATIVE STRATEGY Chapter 1 The reform process and the evolving strategy Chapter 2 Citizen focus: a new approach Chapter 3 Conclusions  PART II. WHAT PORTUGAL HAS DONE Chapter 4 Introducing change Chapter 5 Citizen orientation Chapter 6 Financial management Chapter 7 Information technology Chapter 8 Human resources Chapter 9 Training and development Chapter 10 Decentralisation and deconcentration PART III. GENERAL BACKGROUND Chapter 11 Historical background  Chapter 12 Political and administrative structures Chapter 13 Central management bodies Chapter 14 Public employment Chapter 15 Political concerns and priorities expressedin government programmes  Chapter 16 Code of administrative procedure Chapter 17 Public Service Quality Charter Chapter 18 Renewing the public administration: a challenge, a commitment  Chapter 19 Facts and figures Bibliography
Bibliographic Level Mode of Issuance: Monograph
The Public Management Occasional Papers are specialised reports prepared for the work of the OECD's Public Management Committee. This publication focuses on the reform strategies used in Portugal. The success or failure of reforms depends largely on how the questions of "how to start" and "how to proceed" are addressed. Portugal offers a valuable example. Twenty years ago, a reform movement was launched to modernise the country and its public service. This publication describes that reform, which came to put service to the citizen first, underlines its innovative aspects, and draws some interesting lessons to the attention of practitioners in other countries.
Governance
Administrative agencies
Civil service reform
Government - Non-U.S.
Law, Politics & Government
Government - Europe

Public Management Occasional Papers