Vocabulaire de la prestation de services - Office québécois de la ...

anglaisIndex des termes anglaisAability, 40accessibility, 1accountability, 161accuracy, 82, 87adjustment, 3administrative simplification, 177administrative streamlining, 6advisory committee, 38agent, 112annual expenditure management plan, 133annual management report, 158appreciation of the services, 10attentiveness, 12attitude, 13authentication, 14Bbehavior, 41behaviour, 41benchmarking, 79beneficiary, 19, 146best practices, 144blank form, 89BPR, 159browsing, 119business process redesign, 159business process reengineering, 159business process re-engineering, 159business re-engineering, 159Ccall center, 28call centre, 28causal variable, 197citizen, 32citizen satisfaction, 171citizen’s charter, 52citizens’ expectations, 11citizens’ needs, 20claimant, 146clarity, 33client, 36client satisfaction, 171clientele, 37cluster of information, 92cluster of services, 91commitment, 75communication strategy, 181compatibility, 39competence, 40competency, 40complaint, 132computer security, 174computer system security, 174concision, 42confidence, 43confidence interval, 108confidence level, 121confidentiality, 44consultative committee, 38contact center, 28continuous improvement, 8continuous process improvement, 8control group, 94conversational terminal, 26