Service Delivery Trend Outlook

The potential future of government customer service delivery

Rising citizen expectations for service have in many ways stemmed from consumer interactions with private sector providers who are aggressively competing to develop more customer centric ways of doing business and in doing so, are demonstrating to citizens what new types of service are possible.

Demands such as automated on-line service transactions, lower call center wait times, and customized treatment are all being met.

As the emphasis of service delivery continues to shift towards exceptional and efficient customer service, governments will be encouraged to make targeted investments in their customer service capabilities and infrastructure.

The outlook report identifies 8 drivers and 24 trends implied for governments around the world with different degrees of capability. It provides not only a window into the future to help manage larger scale service transformations, but also tips and tactics to improve present day service operations.

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