Service Charters: Reshaping Trust in Government—The Case of Spain |
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| Authors: | Lourdes Torres |
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| Institution: | senior lecturer at the University of Zaragoza (Spain). She leads a research team in the accounting, management, and auditing of public-sector reforms and has published articles in Public Administration, Public Money and Management, Transportation Research Part A, Public Management Review, Journal of Public Budgeting, Accounting and Financial Management, and Research in Governmental and Nonprofit Accounting. E-mail: . |
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| Abstract: | Service charters are located at the intersection between public administration reforms and governance initiatives for improving citizen trust in governments. Service charters in Spain show the will to shift from a legal tradition to one that meets citizens' needs and makes government more accessible, transparent, and open to the public. The article examines the role and performance of service charters and the contribution of charters to change in Spanish public administration, to the empowerment of citizens in the improvement of service standards, and to citizen participation in the organization of public services. It aims to investigate the factors that drive the introduction of charters and the performance that can be obtained. To test the potential of service charters in Spain, we interviewed public-sector managers at the central level by applying the Delphi method and statistical techniques. |
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