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Essay / Research Paper Abstract
This 3 page paper consider how and why customer relations are important in the government services sector, looking at the benefits that a customer centric approach can create and the way that it will also aid efficiencies. The bibliography cites 3 sources.
Page Count:
3 pages (~225 words per page)
File: TS14_TEgovcustr.doc
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Unformatted sample text from the term paper:
While the majority of the literature looks to commercial activities and the enhancement sales it is also a concept that can be applied to non profit making organizations and government
bodies. When applying the concept to a government department the first stage is to define who the customer is. The role of
government in a democracy is to govern and run the country, guided by the will of the people. The governing is for the benefit of the people, and as such
the customers in this context are the citizens; those using the government department (Simmons et al, 2009). For example, the revenue department has tax payers as customers. The customers are
those who interact with the department, or whose needs the department is serving (Simmons et al. 2009). However, this may be extended as the customer is paying for services, and
as all services are paid for using the public purse, which in turn comes form direct and indirect taxes all citizens are customers (Simmons et al, 2009).
The relationship is the way in which the interaction takes place and the perception regarding that interaction and the way that needs are met. However,
there are some significant differences with the commercial environment. Firstly, this is hot a scenario where the customer has the power to choose different suppliers, this constraint has impacted on
attitudes of the providers; knowing the customer has no choice has created a task centric approach rather than a customer centric approach. This leads to another difference, unlike many
commercial organization where there may be contact encouraged as it is more likely to lead to sales, in a government department increased contact has the potential to increase the workload
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