Putting Citizens First
Subtitle: Portuguese Experience in Public Management Reform No. 13
By: Organisation for Economic Co-operation and Development
Series: Public management occasional papers; Public Management Occasional Papers
Publisher: OECD Publishing
Published: 1996
Place of publication: Paris
Language: eng
Format: [electronic resource]:
Number of pages: 160
ISBN-13: 9789264062559
Subjects: Governance
Description: 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.
Table of contents: title: Foreword; title: Executive Summary; title: PART I. AN INNOVATIVE STRATEGY; title: Chapter 1 The reform process and the evolving strategy; title: Chapter 2 Citizen focus: a new approach; title: Chapter 3 Conclusions; title: PART II. WHAT PORTUGAL HAS DONE; title: Chapter 4 Introducing change; title: Chapter 5 Citizen orientation; title: Chapter 6 Financial management; title: Chapter 7 Information technology; title: Chapter 8 Human resources; title: Chapter 9 Training and development; title: Chapter 10 Decentralisation and deconcentration; title: PART III. GENERAL BACKGROUND; title: Chapter 11 Historical background; title: Chapter 12 Political and administrative structures; title: Chapter 13 Central management bodies; title: Chapter 14 Public employment; title: Chapter 15 Political concerns and priorities expressedin government programmes; title: Chapter 16 Code of administrative procedure; title: Chapter 17 Public Service Quality Charter; title: Chapter 18 Renewing the public administration: a challenge, a commitment; title: Chapter 19 Facts and figures; title: Bibliography