Mick Phythian replied to the topic What does Good Government Customer Service Look Like? in the forum Citizen Engagement and Customer Service 8 years, 10 months ago
Citizen satisfaction is met when their understanding and expectations, tempered by the policy expectations of government and the budget expectations of both parties, are suitably equitable.
This requires the government to have managed any expectations by only promising what it is able to deliver in alignment with that for which the citizenry as a whole are willing to pay for, along with the broader expectations needed to maintain a community.
Governments, therefore need to have communicated sufficiently to balance perceptions and expectations with the affordable delivery of services and policies need to be constructed with this in mind.
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