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Call V23_N45 (December 2025, I Dossier): "Change Management and Public Action: Factors, Actors and Context of the Successful Implementation of Public Policy Instruments". Deadline for receipt of manuscripts: June 13, 2025.
Call V23_N45 (December 2025, II Dossier): "State, Government and Public Management under the presidency of Gabriel Boric: a balance". Deadline for receipt of manuscripts: July 1, 2025.
Open call to apply topics and lead dossier temáticos_N° 46 and 47 year 2026: Those who are interested or have doubts/queries can write or send their application to the reggp@gobierno.uchile.cl email with a maximum of 1000 words. We are waiting for you!
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Electronic Government Meets Quality Management. A Study of Citizen Charters for Electronic Public Services in Spain.
Abstract
This paper focuses on the experience of Citizen Charters for Electronic Public Services (CCEPS) in the Spanish central level of government. It provides (1) evidences about an ongoing public sector management reform instrument addressing administrative transparency and orientation to the citizens inSpain. (2) Besides, the author points out the potential convergence between quality management and eGovernment, derived from this concrete case, but also previous experiences and trajectories of both type of modernization strategies, specially, in bureaucratic public administrations. This article presents a case study methodology, using a comparative approach addressing the study of past experiences and trajectories with quality management and eGovernment strategies. This paper provides fresh ideas about the necessity to adopt hybrid public sector management reform strategies, to transform government addressing the importance of electronic public services and the quality standards required to meet citizens requirements
and expectations in eGovernment scenarios.
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