Taking internal customer satisfaction seriously at the U.S. Customs Service

Article Abstract:

The US Customs Service began an organizational review of its administrative services department in the summer of 1994 with a view to improving the quality of service provided to other departments in Customs. The administrative services department, also known as the Office of Management, conducted a survey of its internal customers to help it assess the quality of its services. The results of this survey proved very valuable in helping the Office of Management improve and streamline its work procedures to provide higher quality services to other departments.

Finance, taxation, & monetary policy, US Customs Service, Analysis, Usage, Customer satisfaction, Total quality management, United States. Bureau of Customs and Border Protection

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Strategy, planning, leadership and the financial management improvement plan: the Australian Public Service 1983 to 1996

Article Abstract:

Public sector strategic planning policy in the Australian Public Service during the Australian Labor Government's period in office from 1983 to 1996 was designed to be the foundation activity inside a formalized administrative reform cycle of planning, resource allocation, implementation and evaluation, or the Financial Management Improvement Program. Generally, enhanced resource management and allocation decisions for better productivity are intended to result of strategic planning phase.

Financial Management Development, Australia, Strategic planning (Business), Financial management, Public sector

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Is a citizen a customer?

Article Abstract:

Public agencies must view their clients and the general public as customers, involving them as much as possible in the design and administration of public services. The idea will likely create a customer-focused, business-like public service. However, the customer concept will prove useful only when it does not overshadow the principle that public administration is anchored on public law, rather on the entrepreneurial market concepts.

Social aspects, Customer service, Government publicity

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