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Citizens and Customers: Further Building the Case for Customer Service in the Public Sector

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Based on qualitative responses from 6,000 customers and 24 in-depth interviews with public sector leaders.

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Description

‘Citizens and Customers: Further Building the Case for Customer Service in the Public Sector’, based on qualitative responses from 6,000 customers and 24 in-depth interviews with public sector leaders, reveals the unique set of challenges facing organisations that deliver public services. It also defines what excellent customer service looks like in the context of the public sector and makes specific recommendations about how organisations and government can ensure a sustainable focus on customer service to citizens.

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