His thesis, however in government, success means more than just customer service is just as true in the private sector as it is in the public realm. And in government, as much as in business, a focus on customers is a critical component in carrying out its statutory mission. But the government s customers the American people DO pay taxes, which in turn fund government services. It s only logical that those taxpaying customers much like holiday shoppers would have certain expectations and impressions that are shaped to a large degree by their personal experience with government agencies. High levels of customer satisfaction determined in large part by citizens own experience help build trust and confidence in our public institutions and government in the largest sense.
Customer service is in no way mutually exclusive to program mission and results.