The Path to Customer-Centric Service

After a series of events that arguably damaged the reputation of the federal government’s customer service programs, in 2015 the Obama Administration announced its intention to overhaul public services to make them more customer-centric. However, leading consumer studies and public opinion surveys have found that there is still much to be desired from federal customer service. 

View this GBC Insight Report to learn:

  • The drivers and challenges motivating federal customer service reform, according to a survey of 410 government employees representing more than 30 federal agencies
  • How government employees’ beliefs about service quality compares to the results of leading consumer surveys
  • How an agency’s core mission and stakeholders shape its approach to improving customer service


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