The UK Citizen’s Charter
Origins and Implementation in Three Agencies
Bibliographic Data
| ID | 6327167 |
|---|---|
| Authors | G Bruce Doern (Carleton University, corresponding author) |
| Year | 1993 |
| Volume | 21 |
| Issue | 1 |
| Pages | 17-29 |
| Publication date | 1993-01-01 |
| Open Access | No |
| Type | ARTICLE |
| Venue | Policy & Politics (JOURNAL) |
| Journal identifiers | ISSN: 0305-5736 • E-ISSN: 1470-8442 |
| Publisher | Bristol University Press (PUBLISHER • GB) |
| DOI | 10.1332/030557393782453961 |
| OpenAlex | W2003140619 |
| Language | EN |
| Citations received | 11 |
The article examines the political and managerial origins of John Major’s Citizen’s Charter initiative and assesses its early implementation in three governmental agencies: the Employment Agency; Inland Revenue; and British Rail. Six managerial and implementation issues are explored including: changes in awareness of the exact business an agency is in; early issues in defining service standards; performance pay; recruitment and training; the empowerment of front-line personnel; and the codetermination of services between citizen and public servant. The inherent tensions between improved services and public investment are also reviewed in the context of John Major’s political need to show both continuity with, and departures from, Thatcherism
Agency (philosophy · Business · Charter · Context (archaeology · Front line · Government (linguistics · Political science · Politics · Public relations · Public sector · Public service · Revenue · Social science · Sociology · Thatcherism · Law · Political and Economic history of UK and US · Public Administration · Accounting
Converting Patients into Consumers
Complaints Within Constraints
South Korea
Making Space for the Citizen
Taking Child Witnesses Out of the Crown Court
From Public Administration to Public Management
The Citizen's Charter
Evaluating customer-centred reforms in Korean local governments
Managerialism, Administrative Justice and Public service Reform in Britain
Speeding up or reaching out
Improving Municipal Governance in China
| Citations per year | 0.33 |
|---|---|
| Citation span | 1993 - 2017 (25) |
| Highly cited | No |