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[Music] let's take a look at customer service standards in public administration customer service standards are explicit standards of service quality published by federal agencies is part of reinventing government initiative federal executive agencies published more detailed customer service standards and individual agencies have since established specific performance indicators standards were derived from customer surveys data analysis and employee input and published so both customers and suppliers would be aware of mutual expectations past public sector efforts stressed externally imposed methods of goal-setting decision-making individual performance appraisal inspection and program evaluation to achieve public priorities achieving customer service quality without increasing costs higher taxes or user fees in the long term is difficult in the public sector for two reasons one is the role played by elected politicians as the final decision-makers the other is the complex relationships among elected officials and appointed public administrators who actually implement decisions these two groups often live in separate but overlapping worlds of public accountability leadership special interests and policymaking they must collaborate to achieve customer driven service quality improvement which is easier said than done all agencies have compiled customer profiles to establish standards and the specifics are being worked out on an agency by agency basis more importantly the president has said that customers matter and agencies have already achieved the goal of providing service that meets or exceeds the best in business [Music]