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Accenture – Leadership in Customer Service Report: Creating Shared Responsibility for Better Outcomes

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Accenture – Leadership in Customer Service Report: Creating Shared Responsibility for Better Outcomes

  • “In our Leadership in Customer Service research this year, we identified a new imperative for governments to move beyond a focus on the quality of the service transaction to develop a new kind of relationship with citizens. This relationship should foster deeper trust, improve the relevance and transparency of government decision making, service design and delivery, and transform the relationship between public services and customers/citizens from one of dependency to one of shared responsibility.”
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