Government can change lives through great customer service. For example, millions of individuals attend college each year thanks to federal financial aid services, and many more rebuild their lives after natural disasters with government assistance. In order to change lives, agencies must put citizen needs at the center of everything they do. But how well are they accomplishing that goal?
The Partnership for Public Service, with support from Accenture Federal Services, identified the steps agencies can take to become more customer-centered, based on extensive interviews with agency leaders.