Leadership commitment : The first and most important element for creating a culture of service in government is the commitment of leadership. Leaders at all levels of government must demonstrate a commitment to providing excellent customer service. This commitment must be communicated clearly and consistently to all employees, so they understand the importance of their role in providing excellent customer service.
Customer focus : The second essential element for creating a culture of service in government is a customer focus. Government agencies must prioritize the needs of their customers and focus on meeting their needs efficiently and effectively. Agencies must be willing to listen to feedback and make changes to improve the customer experience continually.
Employee engagement: The third essential element for creating a culture of service in government is employee engagement. Employees must be engaged in their work and feel a sense of ownership and responsibility for providing excellent customer service. They must be empowered to make decisions and take action to meet customer needs.
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The Service Culture Handbook
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