Bringing Customer Service Orientation to Government - Inputs Required on Solutions
Dear Friends:
Thank you for taking the time to share issues and root causes related to lack of customer service orientation at Government offices.
These are some of the key root causes identified by you all for the lacking customer service faced by citizens at Government offices:
1. Government Officers have a lot of authority with very little accountability
2. No set guidelines for timeframe to complete a task
3. No published rules/processes
4. Lack of trainings and development programs
5. Officers who are caught misusing their powers are not punished strictly
6.Lack of feeling of responsibility
7. No complaint escalation matrix system in many departments
8.Computer literacy in a lot of government departments is still very low
9.Lack of inter-department coordination
10.No quality control measures
11. No solid complaint redressal mechanism
12. Agents are allowed to prosper outside every government office
13.No proper performance monitoring system
14. Selection for government jobs is more based on the academic criteria and less on skills possessed
15. Government employees are moderately paid
16. No performance based incentives
17. Promotions are based solely on seniority
If there is something missing, kindly post it as a comment to this post. Let us move forward and find solutions to to the above and what is needed from the Modi Government to improve Customer Service at Government offices.
Thank you again for your participation.
Rajendra Pratap Gupta
Bharatiya Janata Party
Thank you for taking the time to share issues and root causes related to lack of customer service orientation at Government offices.
These are some of the key root causes identified by you all for the lacking customer service faced by citizens at Government offices:
1. Government Officers have a lot of authority with very little accountability
2. No set guidelines for timeframe to complete a task
3. No published rules/processes
4. Lack of trainings and development programs
5. Officers who are caught misusing their powers are not punished strictly
6.Lack of feeling of responsibility
7. No complaint escalation matrix system in many departments
8.Computer literacy in a lot of government departments is still very low
9.Lack of inter-department coordination
10.No quality control measures
11. No solid complaint redressal mechanism
12. Agents are allowed to prosper outside every government office
13.No proper performance monitoring system
14. Selection for government jobs is more based on the academic criteria and less on skills possessed
15. Government employees are moderately paid
16. No performance based incentives
17. Promotions are based solely on seniority
If there is something missing, kindly post it as a comment to this post. Let us move forward and find solutions to to the above and what is needed from the Modi Government to improve Customer Service at Government offices.
Thank you again for your participation.
Rajendra Pratap Gupta
Bharatiya Janata Party
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Jun 03
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Apr 16
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Nov 30
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Sep 13
thank u sir for taking my suggestion of giving the railway station to private agency.....
Dec 01
