Informing government decision makers through research & industry insights.

The High Cost of Poor Citizen Service

In 2017, federal agencies accounted for five of the 10 worst customer service providers across 21 major US industries. What are the leading ailments that facilitate this sub-par experience and why has it become synonymous with big government bureaucracy? 

Download this GBC Issue Brief to learn more about:

  • The top challenges to effective delivery of citizen services in the federal government
  • Common consequences for agencies that fail to prioritize citizens over everything else
  • Steps that government can take to improve engagement with Americans and restore satisfaction in federal services
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