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For many years, governments worldwide have delivered service to their citizens through a programmatic business model. This model is characterized by numerous policy departments with multiple programs, each with program-specific service delivery channels such as in-person offices, phone centers, the Internet and mail. Yet this model, with its focus on transactions rather than outcomes, has a long-standing reputation for being complex and frustrating for citizens to navigate, and is especially expensive for the organizations themselves. Fundamentally, the public expects the same level of service from government that they experience in the private sector.
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