Citizen's Charter Evaluation
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.
源记录
引文逐字复制自方法源记录。这些引文不代表任何层级的验证。
- OECD. Public governance, service delivery and citizen-centred public administration resources. OECD, Paris. · URL
- United Nations Department of Economic and Social Affairs. UN E-Government Survey and public service delivery indicators. United Nations. · URL
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相关方法
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