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- W2551393621 abstract "This study attempts to take stock of the creation, development and integration of client charters in the Malaysian public sector since its introduction in 1993. 151 public agencies were sampled covering all 3 levels of government. The charters have evolved through successive revisions engendered by ICT, quality and other initiatives. The charter appears to have developed and become integrated into the mainstream of the agency. The primary feedback for improvement comes from the service failure reports but more proactive user consultation is low. The service recovery systems (SRS) have improved but SRS process standards are yet to be widely established, and SRS data and service performance reports are not published. Response to service failures indicates a very guarded administrative mindset. (" @default.
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- W2551393621 date "2009-01-01" @default.
- W2551393621 modified "2023-09-27" @default.
- W2551393621 title "The Creation, Development and Integration of Client Charters in the Malaysian Public Sector: A Progress Report" @default.
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