Quality in Public Service Delivery
AbstractAt the recent workshop of the Regional Hub for the management of public bodies and educational institutions in the field of civil service the author made a presentation on the topic of Quality in Public Service Delivery. This paper describes how the government of Ontario Canada utilized a Quality Service System to improve its service delivery and results for citizens. The paper describes how through a customer survey called Citizens first the government got to know the needs and expectations of its citizens /customers.
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