When quality management meets electronic government: the case of citizen charters for electronic public services in Spanish central administration

Abstract

This paper presents a preliminary analysis of the experience with Citizen Charters for Electronic Public Services, recently adopted within the Spanish Central Administration.

This initiative tackles with the fact that quality of public services has become an increasing area of interest in public administrations within the digital age and that it will be possible to develop in the nearest future strategies exploring sinergies between these two spheres, facing the improvement of public sector orientation to the citizens and administrative transparency.

Even if results of Citizen Charters for Electronic Public Services in the Spanish Administración General del Estado have been limited, it is also clear that this strategy is interesting for practitioners and academics.

This paper offers some evidences and conclusions from a detailed fieldwork deployed during the last year and tries to advance in the knowledge of some of the most interesting areas involved in public sector reforms.