What is driving customer service improvements in government organizations?

Industry research has identified the following as driving customer service improvements in government organizations:

  • Regulations, policies or mandates – 42.8%
  • Commitment and support from senior leadership – 54.1%
  • Internal customers who use your organization’s services (employees) – 36.5%
  • External end users of your organization’s services (citizens, businesses, etc) – 63.5%
  • Private sector technology innovation – 25.2%
  • An increasing mobile workforce – 32.7%
  • Other – 11.3%