translate English to French: [29] A How-to Guide for the Service Standard Initiative, Appendix F (pp 71-73), Treasury Board Secretariat, 2001. [30] Client Service Charter Principles, Service Charters Unit, Competitive Tendering and Contracting Branch, Department of Finance and Administration, Australia, June 2000.
[34] Operationalising Citizen's Charters - The Use of Service Standards in Canada, présenté dans le cadre de la International Conference on Good Governance, du 30 novembre au 1er décembre 2000.