An analysis on enhancing service delivery in the United States Coast Guard
by Tad Drozdowski, Tugrul U. Daim
International Journal of Services and Operations Management (IJSOM), Vol. 8, No. 2, 2011

Abstract: In much the same way that a private sector business must attain and sustain a level of customer service sufficient to please and retain its customers, so too must government agencies. This paper proposes a framework upon which government agencies such as the Coast Guard can build and enrich their service capabilities. The paper identified that the Coast Guard strives to enhance the service it provides to its customers and offers solutions that are currently outcome-oriented. The research utilised well known management theories to enhance service provider-stakeholder interactions, insights from front-line service providers and stakeholders, and implementing the current outcome-oriented approach to build the framework proposed in this paper.

Online publication date: Wed, 11-Mar-2015

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