For a number of years private sector enterprises applied the concept of customer service satisfaction as a key priority to generate market gains and build repeat business. With Public Sector organizations, which oftentimes are providing an exclusive service, there is a perception that the bureaucracy was the priority before citizen/client service satisfaction. Thankfully a number of public sector organizations and their leaders are changing that.
The esteemed panellists represent various levels of public service. Each leader will share how their organizations have begun to break these negative perceptions and how creating a culture of citizen/client service satisfaction can contribute to improving the organization’s overall effectiveness.