What could happen if government viewed certain public sector challenges through the lens of customer experience? By changing the way people interact with a process rather than focusing solely on the process itself, agencies can broaden the range of available solutions.

Sourced through Scoop.it from: www2.deloitte.com

“The experience begins the moment a customer contemplates buying a book, and doesn’t end until she’s finished reading it and, if it’s really good, recommended it to her friends.

Customer service, on the other hand, is narrowly focused on the actual transaction of buying the book only.”