Government Agencies Rivals Private Sectors on Delivering Outstanding Customer Service

Accenture published its seventh global report on government service delivery titled "Leadership in Customer Service: Building the Trust". According to the report, the government agencies that pilot the public sector in customer service are thoroughly concentrated on developing classy, interactive and operational competency on par with the finest of the private sector. According to the report published by Accenture, the government agencies are trying their best to strengthen the relationship between the government and the citizens. In order to build greater trust, the government agencies throughout the world are implementing pioneering fresh moves to deliver superior value to the people. "Leadership in Customer Service: Building the Trust" provides insights from the esteemed 45 high-ranking government executives on the use of innovative technology in customer service. The feedback of the government executives span from 11 different countries including The United Kingdom, Canada, Singapore, Denmark, Japan, Australia, Finland, France, Ireland, Norway and the United States. The government agencies are introducing services that are on par with the finest of the private sector with the use of innovative technologies. With the aid of a strong new managerial plan, persistent generalization, consolidation and industry reengineering, the government agencies are replacing the old techniques of operation. With the help of the "stick", the "carrot", high-touch push and marketing pull, they are implementing their service strategies. The benefit enjoyed by the government agencies is that they have already "reached the limit" and are now re-crafting their approach towards their customers. Accenture predicts that the next wave of government agencies leading in customer service will build an implicit trust between the people and the government with a satisfaction level that will go beyond expectation. The report also constitutes a survey of 8,600 citizens of 21 countries on how effective the government agencies are in delivering customer service. With the exception of Singapore, the 20 out of 21 countries believe that the private sectors fare better than the government agencies. But the interviews of the top-notch government officials promise a better and advanced customer service from the government agencies in the coming years. The report by Accenture shows the level of interest the Big Four forms share in enhancing customer service and satisfaction that will in the long run help the organizations and the government. By Big4.com Staff Writers, June 2006