Deloitte Research Study – One Size Fits Few: Using Customer Insight to Transform Government: “This study defines the emerging discipline of “customer strategy” in the 21st century, and shows how the insights of citizens can help your agency make more informed decisions, design and deliver more successful policies and programs, and improve customer service. In line or online, consumers of government services are savvier than ever. And citizens’ attitudes toward the public leaders that represent them are, in large part, shaped by the daily encounters they have with organizations like yours.”