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  • Zbigniew posted an update in the group Group logo of Customer Experience CultureCustomer Experience Culture 5 years, 11 months ago

    Hi. The world id flooded with terrifying customer experience behaviors. The ones that have been brought to this community refer mostly to (I would suppose) private businesses, where the owners should pay attention to the service they provide purely because this is their money they multiply or lose on every customer interaction. However, the most frequent users of services are the taxpayers at the public services. On 9 out of 10 cases the customer experience is horrifying, still no lever to change it, as the ones on duty don’t care, as their supervisors don’t either. The taxpayers leave cannot change the service provider for another as there’s no other (State holds monopolistic position in them). Even if there is a potential competitor it is run by another county, province or sub-goverment body). Knowing all this, the customer does not even waste the time to escalate or is afraid of it, as in some cases s/he can be taken revenge of (try to escalate a bad service to the IRS or Police). I feel this is more visible in new economies (like eastern, emerging countries) then Western. Wonder your views/opinions

    • Hi! I don’t follow you 100%, what countries are you talking about? I only know of the services in the US, so not too sure I can answer this, especially since we don’t see it here. What public services are you talking about?

    • I do agree with you that there is heavy emphasis on the private sector. This possibly stems from the background of the founders and partners and the company history (see http://www.senteo.net/about/history/); each of them has a background within the banking industry, and, with the exception of Tom Mouhsian’s lobbying, it seems like they have had little contact with the public realm. Does that mean that their ideas are unqualified for application to the public sector? I would say no, because while the public sector is not in the business of profit and losses, it still can stand to gain from the same concepts of increased communication and personalization of services. It may be less feasible to use a direct application of these concepts for many public situations, but the principle of focusing on the customer can still be effective. If you have read “The Relationship Centric Bank” and are familiar with Maslow’s Hierarchy of Needs, I believe that public services are lacking in Maslow’s need of Safety. This directly translates into Trust & Security within the article, which I believe is a key disconnect between public services and taxpayers. Taxpayers do not trust public services because there is no relationship or true interaction between them. For this reason, taxpayers are reluctant to escalate or confront the services, leading those employees to be apathetic, and in some cases oppressive, towards the taxpayer. I believe that a line of communication between supervisory and management leaders from public services and the taxpayers would lead to the implementation of regulations that benefit their protection. With that sort of communication and collaboration in place, the relationship would grow and continue through the Hierarchy of needs, creating a healthy relationship and resolving issues.

    • I’ve been skeptical about how they avoid the public sector as well. As I see it, there are a lot of holes to fill if they plan to make this all work for public services. When there isn’t competition there’s no one to force things to improve. That’s why our services are terrible and bleed money. Employees don’t care about taxpayers or doing their job well because profit isn’t the main goal of the company. With the states working for the government, other states, the only competition, probably won’t be any better anyways. I can’t even begin to count the number of times that I have had issues with the police and have gotten nowhere after complaining and calling for hours, and that’s on top of dealing with the news telling us that government service agencies are failing to do their jobs properly. While we don’t have the same sort of fears as non-Western countries, you can still tell that there is a lot of work before public services run as well as private services.

      • You’re right that the states are the only competition for government services, but you need to remember that a lot of these services really can’t be filled by more than one group. I don’t think society would operate well with multiple police agencies or competing welfare systems. Can you imagine calling 911 and being asked, “Would you like ABC Police Department or XYZ Police Department, sir?” Most of the agencies that we have are not profitable anyways, so why would anyone want to compete with the public services? Really, you can’t break it down and blame it on competition because no one would try to compete with these agencies. Plus, things would not work right with more than one provider anyways.

    • Yes, the discussions in most of the Community deal with private businesses, but that is because a majority of us operate within the private sector. I won’t say that I know a lot about public services, but what I do know is from personal experience. Most of the things we take for granted like infrastructure, schools, and police, vary from state to state, so you are right – the only way to get around their monopolistic grasp is to go to another government-run area and use their services. But I think the reason for this is not because people do not care or because the employees are against the taxpayers. The people that taxpayers deal with are on the frontlines, handling issues while receiving a fraction of what the service heads receive. These are typically poorly funded services (at least in the US) that see cuts and a lack of funding preventing them from really helping the people. Sometimes, the services are so backed up that they can’t respond promptly, which is why people do not even try to call or escalate.
      If you do not know what I am talking about, see this video. It may seem funny, but it highlights the big issue surrounding how a lack of funds and personnel can cripple the service for taxpayers. http://www.youtube.com/watch?v=PADmUE1nKrk

    • Hi Zbigniew,

      Great to see you posting in here. There is a great case study on our website (senteo.net/transformation/case-studies/georgian-ministry-of-justice) which is the Georgian Ministry of Justice Public Service Hall. This project even won an “Innovative Government” Award from the United Nations. It’s worth a look at the case study to see how our methodology can be applied to public service. We nicknamed the project “Government Retail” and people quickly started referring to it in that manner as well. Definitely a good example of how governments can enhance the contact they have with citizens.