Many organizations have introduced service charters to improve service quality and user satisfaction. However, this goal is not always achieved, with the literature showing both implementation successes and failures. In this article, we analyse the organizational enablers for the implementation...

Multifaceted social problems such as safety, social inclusion, poverty, mobility, rural development, city regeneration, or labour market integration require integrated approaches to steering. NPM-related fragmentation of policy and fragmentation of implementation lead to unsatisfactory public...