Portela, Maria Conceição A. Silva; Camanho, Ana Santos; … - In: Benchmarking: An International Journal 23 (2016) 3, pp. 722-739
Purpose – In a context of international economic crisis the improvement in the efficiency and productivity of public services is seen as a way to maintain high-quality levels at lower costs. Increased productivity can be promoted through benchmarking exercises, where key performance indicators...