References
- Audit Commission. Citizen's Charter Performance Indicators. The Audit Commission. 1992
- Trades Union Congress Quality in Public Services: Quality Assurance in a Trade Union Perspective. TUC, London 1990, BS 4778: 4.1.1, quoted in
- HMSO. Citizen's Charter. HMSO, London 1991
- Clarke M., Stewart J. Developing Effective Public Service Management. Local Government Training Board. 1990
- The Welfare of Citizens, A. Coote. IPPR/Rivers Oram Press. 1992
- Galligan D. Procedural Rights in Social Welfare, A. Coote, 1992; 55–68, ibid (1992)
- Peters T. J., Waterman R. H. In Search of Excellence: Lessons from America's Best-Run Companies. Harper, & Row, New York 1982
- Thomson W. Realising Rights Through Local Service Contracts. In Search of Excellence: Lessons from America's Best-Run Companies, A. Coure, 1992; 129–151