Businesses continuously evaluate customer satisfaction then modify their products and services to match customer requirements. Successful businesses continuously seek improvement and opportunities for innovation. They are intimately aware of their customers’ needs because without their support, the business will languish.
Government services touch our lives every day. This is especially true at the state and municipal level, but we’ll focus our discussion on federal services. When you interact with the federal government (whether through Medicare, airport security screening, or traveling by interstate highway) how satisfied are you? How well do these agencies meet your individual needs and our collective needs?
The “incentive disconnect” is the failure to institute repercussions for poorly delivered services. There are few, if any, motivations to exceed customer expectations besides 1) pride in one’s work and 2) good intentions. Although powerful, those two factors don’t provide the coordination needed for a holistic approach to serving the customer.
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