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Advisor(s)
Abstract(s)
In 1980, the international public sector focused on the
theme of quality and Portugal followed the tendency,
assuming a paradigm change: from bureaucratic and
centralized administration to a service administration,
decentralized and oriented to total quality.
Among various approaches, the Common Assessment
Framework (CAF) stands out, as an European model
that assesses organizational performance, with
reference to the Principles of Excellence and focused on
continuous improvement. In addition to being free, it is
specific for the public sector and was implemented in
Portuguese local authorities
Description
Keywords
Public services quality Common assessment framework Portuguese municipalities Impact Content analysis
Citation
Negreiro, Carla; Costa, Cláudia S.; Fernandes, Joana (2018). The retake of common assessment framework: the impact on Portuguese municipalities’ users. In I Encontro Internacional de Língua Portuguesa e Relações Lusófonas (LUSOCONF2018). Bragança