Focus on customers is critical
In his November 28 online article, John Trattner points out the features that make managing government and private businesses different. His thesis, however - "in government, success means more than just customer service" - is just as true in the private sector as it is in the public realm. And in government, as much as in business, a focus on customers is a critical component in carrying out its statutory mission.
An organization's resources don't all flow directly from its customers - whether public or private. But the government's customers - the American people - DO pay taxes, which in turn fund government services. It's only logical that those taxpaying customers - much like holiday shoppers - would have certain expectations and impressions that are shaped to a large degree by their personal experience with government agencies.
High levels of customer satisfaction - determined in large part by citizens' own experience - help build trust and confidence in our public institutions and government in the largest sense. Customer service is in no way mutually exclusive to program mission and results. Instead, a comprehensive, three-tiered focus on customers, employees, and bottom-line results goes hand-in-hand with the success of any public or private organization.
Morley Winograd
Senior Policy Advisor to the Vice President
Director, National Partnership for Reinventing Government
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