Public Management Occasional Papers

Discontinued
ISSN :
2074-3718 (online)
DOI :
10.1787/20743718
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This series contains papers prepared for the Public Management Committee of the OECD.  The papers cover such topics as public sector pay, information systems, policy coherence, marketable permits, contracting out, user charging, and transfer programmes.
Also available in: French
 
Putting Citizens First

Putting Citizens First

Portuguese Experience in Public Management Reform No. 13 You do not have access to this content

Authors:
OECD
Publication Date :
16 Oct 1996
Pages :
160
ISBN :
9789264062559 (PDF) ; 9789264153325 (print)
DOI :
10.1787/9789264062559-en

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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.
Also available in: French

Table of Contents

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