Customer Service in the Public Sector
National, regional or local level governments are under intense pressure to deliver visible and measurable results to their citizens. Ethos helps governments in the Middle East meet these demands with highly transparent and accountable customer services solutions that deliver maximum value to citizens.
The challenge for public services around the world is to meet rising expectations for more joined-up, tailored services and greater fairness. Over the last five years, Ethos Consultancy has worked with federal and local government in both Dubai and Abu Dhabi on forging new ways of working with citizens in order to deliver a citizen-centered approach to its service.
Public Sector Benchmarking
Looking at examples of leading-edge practice as a whole provides insights into the opportunities and challenges for government and its departments in the coming years. Public sector organisations have become increasingly committed to service quality and to measuring their own performance. Ethos has an exclusive relationship with ICCS, the Canadian Institute for Citizen Centered Service. Ethos has experience in government measurement and assessment initiatives and is the exclusive provider of international service quality benchmarking in United Arab Emirates.
Such comparisons - or benchmarking - can be extremely effective in helping the public sector learn from one another. Through measurement and benchmarking, government organisations can assess progress, understand areas for improvement, and identify good practice.
"Building a shared knowledge base is key to spreading innovation and delivering quality citizen-centered services" Ellie Damneh, Director of Consultancy & Business Development, Ethos Consultancy