Research: Government Leadership in Customer Service

    For the past nine years, Accenture has been conducting leadership research to help public service organizations around the world serve citizens better. Through our previous Leadership in Customer Service studies,

    For the past nine years, Accenture has been conducting leadership research to help public service organizations around the world serve citizens better. Through our previous Leadership in Customer Service studies, we saw how governments took initial, tentative steps by publishing information online in the late 1990s. They have increased their efforts in the early years of the present century, moving more individualized services and service transactions online.

    In recent years they have upped their efforts again, expanding their perspective to fulfill their aim to provide truly citizen-centric, integrated, one-stop services as well as build citizens’ trust in government through better service delivery and content.

    In our Leadership in Customer Service research this year, we identified a new imperative for governments to move beyond a focus on service transactions to develop a new kind of relationship with citizens. This relationship should foster deeper trust; improve relevance and transparency of government decision making; improve service design and delivery; and transform the relationship between public services and customers/citizens from one of dependency to one of shared responsibility.

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