Public Service Improvement Initiatives in Developing.

In recent years Citizens’ Charters have gained increased popularity in the so called developing and transitional countries. Citizens’ Charters are documents that spell out the entitlements of citizens when they transact with government organizations. They outline the steps of availing the services the organization offers including the standards by which the services would be delivered. This book aims to explore the factors associated in formulating, implementing and institutionalizing Citizens’ Charters and determine the extent of their influence on transparency, accountability and quality of public services. A case study was undertaken in the City of Naga in the Philippines using office survey and client’s survey, with respondents coming from the Local Civil Registry and the Business Permit and Licensing Division as well as key informant interview and focus group discussion with selected key implementers and stakeholders.

Alvin Penaranda Principe (MSc), Director, Operations Management Office at the Center for Governance of the Development Academy of the Philippines.Alberto Gianoli (PhD), Senior Specialist in Urban Management and Governance at the Institute for Housing and Urban Development Studies, Erasmus University Rotterdam, The Netherlands.