Torres, Magüi Moreno2012-08-132012-08-132004-02https://hdl.handle.net/10986/10367This article notes that at the end of 2000, the government of Argentina (specifically the Subsecretar?a de Gesti?n P?blica, or the Sub-secretary of Public Management) initiated a program of state modernization with the support of the World Bank. This operation featured a key component around results based management systems, specifically the creation of a Programa Cartas Compromiso, or Citizen Charter Program (CCP). The CCP seeks a new relationship between public service providers and users by promoting a higher degree of responsiveness and transparency to ensure greater quality of services, increased information and better monitoring and evaluation. The Carta Compromiso is a public management tool where the highest authority of a service-providing agency makes a public commitment to citizens, laying out a number of goals and results to be met within a given timeframe.CC BY 3.0 IGOMANAGEMENT SYSTEMSPUBLIC SERVICESCITIZEN PARTICIPATIONSOCIAL SERVICESPENSIONSUNEMPLOYMENT INSURANCECASH TRANSFERSNONGOVERNMENTAL ORGANIZATIONSCOMMUNITY BASED DEVELOPMENTCOMMUNITY PARTICIPATIONACCOUNTABILITYCAPACITY BUILDING ACCESS TO INFORMATIONACCOUNTABILITYACCOUNTABILITY MECHANISMSALLOCATING PUBLIC RESOURCESALLOCATION OF RESOURCESAUDITINGAUTHORITYCAPACITY BUILDINGCASH TRANSFERSCENTRAL GOVERNMENTCITIZENCITIZEN REPORT CARDCITIZEN REPORT CARDSCITIZENSCIVIL SERVANTSCIVIL SOCIETYCIVIL SOCIETY ACTORSCIVIL SOCIETY ORGANIZATIONSCONSULTATIONCONSULTATION PROCESSESCONSULTATIONSCONSUMER SATISFACTIONCREDIBILITYCRISESDECISION MAKERSDECISION-MAKINGDECISION-MAKING POWERDEMOCRACYECONOMIC CRISISFINANCIAL SYSTEMFOCUS GROUPFOCUS GROUP DISCUSSIONSGOOD GOVERNANCEGOVERNMENT OFFICIALSGOVERNMENT SERVICESGOVERNMENTAL AGENCIESHEALTH SERVICEHEALTH SERVICESIMPLEMENTATION PLANINSTITUTIONAL CHANGESINSTITUTIONAL FRAMEWORKINSTITUTIONAL REFORMLEVELS OF GOVERNMENTLOCAL LEVELSMULTILATERAL INSTITUTIONSNATIONAL LEVELOPENNESSPARTICIPATORY EVALUATIONPARTICIPATORY MECHANISMSPARTICIPATORY PLANNINGPARTICIPATORY PROCESSPARTICIPATORY PROCESSESPOLICY CHANGEPOLICY CHANGESPOLITICAL COMMITMENTPOVERTY REDUCTIONPRIVATE SECTORPUBLIC ACCOUNTABILITYPUBLIC ADMINISTRATIONPUBLIC AGENCIESPUBLIC EXPENDITURESPUBLIC HEARINGSPUBLIC INFORMATIONPUBLIC INSTITUTIONSPUBLIC MANAGEMENTPUBLIC OFFICIALSPUBLIC SERVICEPUBLIC SERVICE USERSPUBLIC SERVICESREFORM EFFORTSREPRESENTATIVESSERVICE PROVIDERSSERVICE PROVISIONSERVICE QUALITYSOCIAL ACCOUNTABILITYSOCIAL SECURITYSOCIAL SERVICESSTAKEHOLDERSTAKEHOLDER ANALYSISSTATE MODERNIZATIONTECHNICAL SUPPORTTRANSPARENCYWorld Bank10.1596/10367