Publisher's Synopsis
Today the customer experience paradigm is receiving massive attention as the new panacea for public sector service delivery. But like all other service models born in the private sector it will require the right supporting culture to be fully successful. In this book we fully define and describe that culture based upon thirty years of searching it out across government in thousands of personal interactions, networking sessions, and award nominations. These results of our quest are dedicated to the special people who strive daily at the front lines of government to deliver the most responsive customer experience possible.
