Modernization and Quality in Public Services. The Perception of Users of the Integrated Citizen Service of Luanda

      Аннотация: The creation of value for citizens and the quality of public services is today the main challenge of public administration, in which the economic, political and social theories endorsed by the New Public Management have generated discourses around the efficiency of public services. In Angola, an administrative reform process is underway that covers all sectors, aiming at the flexibility and modernization of the public machine to adapt it to a new political and social reality. Thus, to meet the new demands of citizens, the government has been developing new ways to provide public services "within a multichannel logic". To this end, the SIACs - Integrated Citizen Service Centers - have been designed with the objective of increasing response speed, simplifying procedures and, above all, improving the quality of public service delivery.The book deals with a set of subjects related to quality in the rendering of public services, whose objective, is to present a theoretical scope that allows us to understand the influence of quality dimensions in the satisfaction of users of the SIAC.

Ключевые слова: quality of services, Perception of Quality, satisfaction, Services and Users, Public management, Angola