Government agencies serve citizens, yet public-sector operating models often lack the same customer experience discipline expected in the private sector. This bylined article examines how tools such as NPS, customer effort, Voice of the Customer, journey mapping, and aligned incentives can improve service delivery and accountability.
Originally published in 2012, the article remains relevant because the underlying challenge has not changed: fragmented institutions, disconnected incentives, and limited feedback loops continue to shape the citizen experience.