Agencies must focus on customer service, executive says

Customer satisfaction in the commercial market has improved steadily over the past five years, but the same can't be said of satisfaction with government agencies, the head of Siebel Systems Inc. said today.

Speaking at the FOSE trade show in Washington, chief executive officer Tom Siebel said the same principles that businesses apply to customer relationship management could be used by agencies for citizen relationship management.

'The public sector is in the customer service business,' Siebel told the audience. Agencies 'have services to provide, and they have constituents to provide the services to. ' There may not be a profit motive, but the customer satisfaction objective remains the same.'

The fundamental problem that spans nearly all government functions, Siebel said, is that agencies 'have no consistent view of their customers.' Back-end systems are not integrated, and agency employees have difficulty accessing information.


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