So Much Talk About Customer Service -- So Little For Government
There's a big push to improve customer service in the private sector, some of which is well meaning, but based on some false premises, and it's starting to spill over into the public sector.
Governments are jumping in to foster "customer engagement", and going social as a means of providing information, and interacting with constituents. And it all sounds good, using technology to communicate between government and citizen customers, but by drawing on the private sector as a model, there is a large risk that government will lose site of its purpose and functions.
Government is NOT Like The Private Sector When It Comes To Customer Service
One thing private and public sector have in common is that the people they serve deserve to be treated respectfully, and effectively, and that that is the "right" thing to do.
Beyond that, roles, missions, purposes, and the types of interactions differ hugely, and the differences go way beyond the issue of profit versus non-profit.
A Place of Our Own - Customer Service In Government
We decided to create the site to provide more relevant information and ideas about serving customers, to government staff, policy makers, and managers and executives, to counter-balance the onslaught of information that is simply not very transferable from the private to the public sector.
And to correct a few misconceptions about service in the public sector.
...And While We Were At It...Interaction
Since one of our goals is to provide articles and ideas to readers, we thought we might as well interact and engage, primarily with government employees, but also with citizens and users of government services. So, for that purpose, we've set up an interactive blog. Talk to us. Talk to each other.