Service Management: Development of Conceptual Model, Implementation of Citizen Charter and Public Service Standards
Ratminto & Atik Septi Winarsih, Pustaka Pelajar, 2005
Along with the high demand for the implementation of good governance, the demand for quality public services is also getting bigger. The government responded to this demand by establishing 2004 as the year of public service improvement. The government has also issued various policies to improve services, such as excellent service and minimal service standards. However, quality improvement is still not working as expected. This book intends to examine this and develop a responsive and accountable service management model.
