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	Citizen's Charter Evaluation	New Public Management Assessment
Ämnesområde	Public Administration	Public Administration
Familj	Process / pipeline	Process / pipeline
Ursprungsår	1991	1991
Upphovsperson	UK Citizen's Charter programme / OECD service-charter practice	Christopher Hood
Typ	Evaluation framework	Analytical assessment framework
Ursprungskälla	OECD. Public governance, service delivery and citizen-centred public administration resources. OECD, Paris.	Hood, C. (1991). A Public Management for All Seasons? Public Administration, 69(1), 3–19.
Alias	Service Charter Evaluation, Citizen Charter Assessment, Public Service Standards Evaluation, Service Commitment Review	NPM Assessment, Managerialism Assessment, Public Management Reform Analysis, Hood NPM Doctrine Analysis
Närliggande	4	4
Sammanfattning	A citizen's charter is a public statement of the service standards that citizens are entitled to expect from a public organisation — waiting times, response times, accuracy, courtesy and avenues of redress. Citizen's charter evaluation assesses whether an organisation actually meets the commitments it has published, by operationalising each standard, measuring real performance, and comparing performance against the promised threshold. Originating in the UK's 1991 Citizen's Charter programme and now embedded in OECD service-delivery and citizen-centred public-administration practice, charter evaluation turns service promises into accountable, measurable obligations.	New Public Management (NPM) assessment evaluates how far a public organisation or system has adopted the cluster of managerial reform doctrines that swept the public sector from the 1980s — and with what effects. Christopher Hood's 1991 article A Public Management for All Seasons? gave NPM its name and identified its core doctrines: hands-on professional management, explicit performance standards, output controls, disaggregation into units, competition, private-sector management styles, and discipline in resource use. The assessment scores adoption of these doctrines, evaluates their effects, and appraises the trade-offs against enduring public-service values such as equity and accountability.