accenture 2007 Leadership in Customer Service: Delivering on the Promise, Executive Summary – “For nearly a decade, Accenture has tracked the progress governments have made in moving toward high performance through leadership in customer service. In this, our eighth and most far-reaching report to date…we find governments at an important crossroads. After years of focusing primarily on improvements to the front end of service, governments and other public service organizations have bred expectations of an entirely new customer experience. Their approach for years was to focus on existing services in multiple channels (particularly the online ones) in an approximation of citizen-centricity…We pull together many elements—a “point in time” picture of government’s current performance, hard-earned wisdom from public service executives, feedback from citizens and our own insights and recommendations built on extensive research and client experience—to point governments and other public service organizations toward the customer service competencies they must now develop to close that loop between promise and practice, and to truly deliver the public service value citizens expect and rightfully demand.”