Focus: Customer strategy in the public sector |
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The private sector has raised the bar for customer service and now citizens expect the same from goverments. One-size-fits-all solutions requiring citizens to navigate a complex bureaucratic maze to obtain services simply do not cut it in today's "on-demand" world.
The challenge confronting government extends beyond improving shoddy service levels. Restoring citizens' confidence in public institutions means demonstrating competence in carrying out the difficult task of governance in the 21st century and delivering citizens better value for their hard-earned tax dollars.
For additional perspectives on customer strategy in the public sector, read the related reports below.
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Using customer insight to transform goverment This new study from Deloitte Research examines how governments can demonstrate competence in carrying out the difficult task of governance in the 21st century and help restore citizens’ confidence in public institutions at the same time. |
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Choosing channels The United Kingdom’s public sector is under growing pressure to improve efficiency while also raising its quality and reach. This report identifies areas where the current structure of channels is underperforming. |
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Avoiding moments of customer service idiocy Although studies have shown a clear connection between happy, well-treated customers and corporate brand loyalty and financial performance, mistreatment of customers continues to be pervasive. |
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Podcast: The people's choice Learn about key commercial practices influencing today's customer experience and how they can be applied in the public sector. |
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Helping governments improve service In this video interview, Greg Pellegrino, Deloitte Global Public Sector Managing Director, discusses how governments in New Zealand are leading the way in improving customer experience for citizens. |
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Closing the expectations gap Deloitte public sector research director William Eggers and Tiffany Dovey, a Deloitte Research associate, dispel four myths that keep government from delivering a better customer experience. |
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Applying leading customer management practices to the public sector Register for this webcast to learn how public agencies can benefit from a world-class customer strategy. |
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