Abstract
Environmental change requires organizations based on participation, flexibility, a customer service culture, deregulation, decentralization and delegation. These require an approach that considers HRM as a strategic entity that serves as a catalyst for organizational and personal development efforts throughout the public sector. The Civil Service Directorate, head of Costa Rica's Civil Service system since 1953, has responded by decentralizing authority to operating agencies while retaining its central role as policy coordinator and technical advisor to agency managers, strengthening the culture of participative and decentralized decision-making, and improving customer service.
Get full access to this article
View all access options for this article.