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Proposal for shared services performance management model applied to portuguese...

Comunicação apresentada no 8º Congresso Nacional de Administração Pública - Desafios e Soluções, em Carcavelos de 21 a 22 de Novembro de 2011. ; In order to improve the quality of the services and the relationship between the central public administration and citizens the Portuguese government launched an egovernment initiative including both front and back-office processes. The implementation of shared serv...