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Who Are We Serving Really? A Look at the "Customer" of the Federal Government

Summary: Whether or not entities or individuals dealing with government agencies are actual customers depends on both perspective and the definition of the term. In manufacturing, customers and their agenda are apparent, whereas the public sector administrator is faced with entirely different tasks and constraints. Regulatory agencies often use the term “stakeholder” as a neutral alternative. Other terms, such as clients or citizens, have been considered as more appropriate to described those served by the government. In the end, the users’ designation will rely on their type of interaction with the government, its frequency, and their overall satisfaction with the resulting product or service. More information on implementing quality concepts and practices in government is available online.

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  • Topics: Customer Satisfaction and Value, Customer Experience Management
  • Keywords: Customer, Customer supplier relationships, Government, Interactions, Quality management principles
  • Author: Mikel-Brumfield, Nicole
  • Journal: Journal for Quality and Participation