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The purpose of this paper is to present a case, with live examples from a construction industry development initiative in India, for developing a proactive construction clients charter; and a core set of key performance indicators (KPIs), as basic tools for facilitating the expectations of this special issue in “securing clients’ organisational objectives and project aspirations throughout construction project lifecycles” apart from empowering construction industry improvements in general.

Having identified 19 critical issues in the Indian construction industry at two construction clients-academia roundtables, two of the “action teams” formed to address specific issue sets, separately developed a relevant construction clients charter and useful KPIs, respectively, through a combination of literature reviews and brainstorming conference calls, along with iterative drafts of, and feedback on interim outputs. Validation of “working papers” presented at a “Consolidation Roundtable” of construction clients and their consultants, elicited further suggestions for fine tuning of final outputs.

The charter was formulated in structured steps, including identifying “priorities” under four categories: overall, expectations from supply chains, by supply chains and by end users. The six sub-heads of the charter are on procurement, design, innovation and technology, project execution, human resource development and worker welfare, and quality, safety and sustainability. The “suggested KPIs” for building clients in India enable organisations to choose: from three different groups (i.e. design phase, construction phase, or business outcomes), and at three different levels (i.e. project/organisation level, benchmarking club level, or industry level).

There is no known overarching Construction Clients’ Charter at present. Some project KPI sets are available elsewhere. However, those developed in India, while focusing on project performance, also connect to organisational performance and business outcomes. Furthermore, KPIs are provided to separately probe client, consultant and contractor performance. Significantly, the charter and KPIs are outcomes from an industry-led self-improvement initiative launched with building construction clients at the forefront, rather than a top-down imposition from government. Furthermore, while prioritising client aspirations, they also address common supply chain and end-user concerns, which may also be interpreted as a longer-term win-win-win client’s aspiration.

The present work aimed to enhance the understanding of professional turnover intentions of accounting professionals by exploring their attitudes towards this phenomenon in an emerging economy (Tunisia).

An exploratory research was conducted using a narrative approach (episodic interviewing) after having interviewed accounting professionals. Data were analysed with the thematic coding method using NVivo software based on the push-pull-mooring (PPM) framework. Based on this analysis, four types of professionals were identified.

The interconnections among PPM factors, which are different from one type of professionals to another, play a vital role in whether a professional intends to leave the accounting profession or not. All four types of professionals perceived unpleasant facets of the public practice environment (push factors) and manifested a tendency to switch to available job opportunities (pull factors). Nevertheless, the latitude for profession change, for the third and the fourth types who perceived the professional experience differently, is restricted by mooring factors. That is not the case for the first type of professionals who have already left public accounting and the second type who intend to quit the profession, as we did not find any mooring factors.

This study explored the attitudes of accounting professionals towards professional turnover intention. A deeper insight into the views of the academics and the Ordre des Experts Comptables de Tunisie (OECT) might help understand this phenomenon.

Understanding the relative impact of push, pull and mooring allows the accounting professionals to determine their attitudes towards the intention to leave the profession. This enables firms to develop more effective programmes to retain valued accounting human resources. The findings highlight that the professional associations should promote the values the profession brings to the community through nationwide public awareness campaigns and enhance career opportunities by providing more branches of activity within the profession.

The paper responds to calls for further examination of factors behind professional turnover intention at a time when high rates of turnover were observed among accounting professionals. Also, the cultural context of Tunisia helps explain our findings.

This paper seeks to assess the implementation of Ghana's Patients' Charter by investigating the level of awareness and knowledge of the Charter's content, some socio‐demographic factors that may influence awareness and knowledge of the Charter and how providers have discharged their responsibilities under the Charter.

A survey research approach, sampling respondents from providers and patients in four facilities from the Greater Accra region, was used. Simple frequencies and Chi‐square test were used for analysing responses.

Study findings show that the majority of patients (53.4 per cent) are not aware of the existence of the Charter of those that know about it, a sizeable minority (33.7 per cent) are not knowledgeable about its contents. Relative to patients, providers exhibit better awareness (61.8 per cent) and content knowledge (61.8 per cent) of the Patients' Charter, but on the whole are not yet carrying out their responsibilities under it. In terms of socio‐demographic factors influencing awareness and knowledge of content, only education was found to be a positive correlate of awareness and knowledge. The relationship between providers and patients is generally cordial and could be used as a platform for improving awareness and knowledge of the charter, which could be crucial for improving service delivery.

This is an initial exploratory research with a limited sample, which was biased towards the educated. Findings are, however, instructive and essential for more extensive and representative research in this area.

Since the Charter was launched in 2002, this study is the first of its kind and therefore provides important information for policy and further research.

The purpose of the paper is to persuade all partners in disaster management to take action and create a pair of synergistic and invincible forces – government and people – that interact to bring about a reduction in the impact of natural hazards in Uttaranchal, India.

There is an urgent need for a comprehensive tool to make the community aware of its right to safety. Today, policies and planning for disaster management are a State subject, in which the participation of the community is negligible. Therefore, disaster management has become supply‐driven instead of demand‐driven.

A Citizen's Charter of Disaster Management is considered to be another appropriate tool to bring in citizen‐centric governance. The Charter aspires to meet the present and anticipated needs of citizens in an efficient manner by eradicating errors and wastage through a scientific approach with participation between government and citizens.

The analysis is based on the experience gained over a period of seven years (1999‐2005). The period is short for developing any hypothesis, but sufficient care has been taken to consider vital factors.

With the help of the Citizen's Charter of Disaster Management, the quality of public services can be improved. To make society safer it is required that people should know the mandate of the Department of Disaster Management concerned, how one can get in touch with its officials, what to expect by way of services, and how to seek a remedy if something goes wrong.

The Citizen's Charter of Disaster Management does not by itself create new legal rights, but it certainly helps in enforcing existing rights.

The present paper seeks to examine the recent changes in public management in Malaysia in relation to new public management and assess their impacts on administrative performance and service delivery.

The scope of the paper is limited to the period of 1981 till the present date. The paper is mainly based on secondary sources of information, and it uses a combination of descriptive and analytical methods.

The paper shows that although reforms are steps in the right direction, their impacts so far have been modest. Despite reforms and a few improvements they have made in service provisions, the public bureaucracy in Malaysia continues to suffer from inefficiency, corruption and a host of other problems.

The paper shows the gap between rhetoric and reality of public management reforms in Malaysia. It is expected to be of great value to all those interested in public management – be they in academia or in policy circles.

The objective of this paper is to present and discuss the development of a transaction‐based model for segmenting users of internet banking. It aims to employ a random sample of clients of a large Canadian bank in generating the hybrid segments.

The basic transactional profile of the bank's clients was merged with Mosaic's financial segments contained in the Generation5 database. A random sample of 3 percent of a large Canadian chartered bank's clients was drawn from its transaction database. The transaction database employed contains clients from Quebec and the Maritime provinces. The sampling frame consisted of close to one million clients. Two‐step cluster analysis was employed to generate the transaction segment and later merged with the Mosaic financial segment to produce hybrid segments.

Two‐step cluster analysis identified four generic transaction segments which, when cross‐tabulated with the Mosaic financial segments, produced highly stable and interpretable segments. These hybrid segments are clearly superior to conventional life style or psychographic segments produced by classical segmentation methodologies.

The results of this study clearly demonstrate the functional and analytical superiority of hybrid customer segments. Hybrid segmentation, by cross‐tabulating transaction and Mosaic's financial segments, provides banks and financial institutions with superior strategic insights in customer understanding, customer segmentation, customer communication, customer prospecting and targeting.

This paper is the first to present, explain and to demonstrate the nature and the operational procedure to develop hybrid customer/client segments. More importantly, it is the first that goes beyond conventional approaches to segmenting banks' clients who engage in internet banking by integrating clients' transaction profiles and Mosaic financial segments. The resulting hybrid segments are radically different than the conventional, one‐dimensional segments produced by conventional cluster‐based segmentation.

The objective of this paper is to give a brief overview of the techniques for life‐cycle costing and attempts to make a case for the need for chartered surveyors to become more proficient in the use of life‐cycle costing techniques. It also considers the importance of the client's role in life‐cycle costing; and discusses the assumptions that need to be made about the ‘life of the investment’. The paper also deals with the subject of discounting techniques and how they are influenced by inflation in prices, interest rates and risk. It includes discussion of the various costs and values which need to be considered in any life cycle costing study. In conclusion, there is a brief discussion of how life‐cycle costing techniques support an investment appraisal of a number of options that may be open to a client.

The procedural and administrative aspects of UK tendering have remained largely unaltered for decades but this may soon change in light of the recent review of the construction sector, headed by Sir Michael Latham. This paper presents findings of a nationwide survey of UK construction contractors assessing their opinion of the Latham procurement recommendations, along with their opinion of the authors' proposals for alternative selection procedure. Contractor usage/opinion of current tendering methods, tendering documentation and contractual arrangements are also identified. Analysis techniques primarily involve the derivation of contractor preference, agreement and importance indices (Pri, Agi and Imi respectively). Results show that clients are attempting to cut costs by increased use of open tendering coupled with plan and specification tender documentation, but that savings are offset by clients ultimately paying for contractors' costs associated with their achieving contract award for only 1 in 5 bids. Generally, contractors are in tune with the ideals of the Latham review and characteristics pertaining to the HOLT (Highlight Optimum Legitimate Tender) selection technique.

The paper seeks to provide an overview of the service delivery innovations and reforms introduced in Malaysia's public sector and examine and analyse their overall impacts on governance.

The paper has adopted a combination of descriptive and analytical methods and is primarily based on secondary sources of data and information. While it provides a systematic review of general literature on service delivery innovations and those on Malaysia, the paper draws its conclusions on the basis of triangulation and careful analysis of data available in various local and international sources.

Although lately Malaysia's service delivery system has witnessed a comprehensive set of innovative changes, public governance of the country continues to suffer from poor records and unfavourable ratings. Innovations and reforms introduced have so far produced generally positive but limited impacts. The paper demonstrates a number of key areas where the impacts of reforms have been clearly unsatisfactory.

The findings of the paper are not based on a comprehensive and rigorous empirical work and, therefore, can only be interpreted as indicative of the overall situation.

The issues and challenges identified in the paper and the policy implications proposed should aid the formulation of strategies and measures for further improving service delivery and governance in Malaysia and other similar contexts.

The paper adds to the limited literature in public governance and service delivery in Malaysia. The findings of the paper are of practical significance to all those interested in this area – especially the policy makers and practitioners in Malaysia's public service.