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Citizens, Are You Being Served? in pdf format (586kb)
(This document requires the use of Adobe Acrobat Reader). A People-First Approach to Transforming Government Services, by Miguel Carrasco and Julia Fetherston. Boston Consulting Group, November 2011. "With people increasingly accustomed to a range of personalized mobile and digital channels, the traditional one-size-fits-all approach to delivering public services looks increasingly outdated and cumbersome. Indeed, a recent BCG survey of citizens around the globe showed relatively low satisfaction with such services. It's time for governments to fundamentally rethink how they serve their citizens...
Examples from Australia, Canada, Denmark, New Zealand and the UK show how some governments are implementing bold, innovative approaches to service delivery..."
Further information on Citizens, Are You Being Served? in pdf format (586kb)
Last updated: 13 December 2011Related Links
- How the public sector can give more satisfaction
- Recent research shows many people are pleased with government delivery of services, but there is scope for improvement, says Craig Baker. Posted by Craig Baker. Guardian Professional, Monday 12 December 2011. ""Citizens, are you being served?" was the question the Boston Consulting Group asked in recent research into satisfaction levels with the delivery of public services around the world. "No" was the answer: Only one in three citizens is satisfied with government services according to our survey of 9,000 people in nine countries. And in all nine countries, the majority of people felt that the quality of private sector services is better than those from the public sector - but Britain fared better than the rest..."
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