IMPROVING PUBLIC SERVICE DELIVERY: THE CROSSROADS BETWEEN NPM AND TRADITIONAL BUREAUCRACY

FERRAZ ESTEVES DE ARAUJO, JOAQUIM FILIPE

PUBLIC ADMINISTRATION, n.º 4/2001, pág. 915

1. Introduction. 2. The concept of the Citizen Shop. 3. Providing a concept. 4. Reforming service delivery in Portuguese administration. 5. Breaking-up traditional structures: the management institute of Citizen Shops. a) The control of MICS. b) Management practices. 6. Control and management of operational units: the Citizen Shops. a) The supervision of Citizen Shops. b) The control of outputs measures. c) Personal management. d) Management and operations in the Assistance Points. e) Use of IT. 7. Assessing the characteristic elements of CS. 8. Conclusion.