Closing the expectations gap
In the December 2007 issue of Government Technology's Public CIO magazine, William Eggers, Deloitte's public sector research director, and Tiffany Dovey, a Deloitte Research associate, write about four myths that keep government from delivering a better customer experience.
While the private sector has continued to push innovations that have revolutionized and improved the customer experience, many government agencies worldwide are falling far short. A survey of Canadian citizens, for example, showed that 71 percent say that public services should be even better than the private sector, but only 41 percent actually believe existing public services are better. A recent Pew Research Center poll found that the majority of Americans agree "when something is run by the government, it is usually inefficient and wasteful."
Eggers and Dovey explain that the problem isn't due to a shortage of efforts--on the contrary, many governments have invested significant amounts of time and money to bolster customer satisfaction--but rather, many governments are going about improving customer service the wrong way. This article details four misperceptions in particular that often thwart the best-intentioned improvement initiatives.
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