Resumo

VICHER-GARCIA, Mónica Diana. Utility or futility: quality and ISOs in public administration. Convergencia [online]. 2012, vol.19, n.60, pp.205-228. ISSN 2448-5799.

The paper examines the trajectory of the notion of "quality", adopted in public administration from the new public management model in order to contribute to enhancing knowledge about the scope and implications of quality initiatives, and in this regard its use of accumulated knowledge on the subject, the experiences of its implementation and the study of organizations that have promoted and implemented both quality certifications. It explores the role played by the Organization for Economic Cooperation and Development in their promoting; said organization presented them as an axis of transformation to improve service delivery through changes in internal processes and adopting letters of service quality. It also reflects on the nature of other supranational organizations that have promoted private models and quality standards, most notably the International Organization for Standardization.

Palavras-chave : public administration; reform; quality; ISO; regulatory authorities.