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[av_heading heading=’FAITH, HOPE & CHARITY ‘ tag=’h3′ style=’blockquote modern-quote’ size=” subheading_active=’subheading_below’ subheading_size=’15’ padding=’10’ color=” custom_font=”]
BY IKE SEÑERES
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The next level of customer relations
ACCORDING to many experts, the delivery of public services is the primary role or function of government.
In the public sector, it could be said that by comparison, the government has more services than products. In the private sector however, there are probably many products as there are services. In that sense it could be said that in the private sector, equal importance should be given to the delivery of products and the delivery of services.
Stretching this argument further, it could be said that the primary role of a private enterprise is to make their customers happy and satisfied with its delivery of products and services. Using that same argument, it could also be said therefore that the primary role of government is to make the general public happy and satisfied with its delivery of public services.
Although there is no official literature that conclusively defines it, it is generally understood that the so called customers of the private sector are one and the same with the so called citizens of the country that are in need of services from the government agencies. Although the comparison could be considered as being on a one to one basis, it is really more than that, because these so called citizens are also the voters and taxpayers.
From another perspective, some comparisons are being made between the shareholders of private enterprises and the stakeholders of the government as a whole, again being those who hold the triple personalities of citizens, voters and taxpayers.
Again, even without official literature, it could be generally said that Customer Relations Management (CRM) software as it is used by private enterprises could also be used by government agencies, with very few adjustments and adaptations. That is not really a big issue, because even in the private enterprises, CRM software has to be adjusted and adapted to the unique needs of each and every company or organization.
For one reason or another however, it appears that there are very few government agencies that are using CRM software. Looking at this from a liberal perspective, we could agree for the sake of a healthy argument that government agencies could still be good at delivering public services even without using CRM software. I would not answer that directly, because I will instead tell you that we could still see in the darkness by using a candle, even without using electricity. (To be continued)/PN
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