Service Quality Standards for the Public Sector

This P-Talk highlights the critical relationship between productivity and the development of service quality standards in government services. It explores the concepts, tools, and strategies necessary to create and institutionalize these standards, ensuring that they become an integral part of the culture within public-sector organizations. By embedding service quality into organizational practices, government agencies can enhance operational efficiency, support business performance, and ultimately improve overall productivity.

Richard E. Mallory, Principal Consultant at Mallory Management, USA, demonstrates how citizen and business satisfaction surveys can be leveraged as productivity-enhancing tools. These surveys help government agencies pinpoint priority areas for service improvement, driving higher efficiency and effectiveness in service delivery. A key focus of the discussion is the ANSI G1 standard, which serves as a benchmark for aligning service quality with productivity objectives, ensuring both citizen satisfaction and improved business outcomes.

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