The public administration and public services have always taken a marginal place in the political scientists’ behavioural research. Public administration students on the other hand tend to focus on political and administrative elites and institutions, and largely ignored citizens in...

Charters are official commitments to quality and reform. Belgium introduced its Charter of the User of Public Services in 1993. The federal administration’s Copernicus reform began in 1999 and had a strong external outlook. It therefore may be considered as a second User Charter. In this...

Concerns with declining public trust in government have become a permanent element of the contemporary political discourse. This concern also extends to levels of citizens' trust in the public administration and public services. Trust is said to be declining, and this decline is generally seen...

This article investigates the impact of the audit and ombud process on the implementation of recommendations made by Supreme Audit Institutions (SAI) and Ombudsmen in Belgium and the Netherlands. Based on previous findings in the literature the focus lies on influential internal and external...