Description
This book provides a comprehensive overview of customer service and service delivery in public administration focusing on how government institutions interact with and respond to citizens’ needs. It explores key areas such as service quality standards, citizen engagement, complaint handling, service improvement strategies and performance measurement. The content integrates practical examples and public sector best practices that enhance responsiveness and accountability. Designed for learners and practitioners, the book equips readers with the skills needed to improve efficiency, professionalism and citizen satisfaction in public service delivery.
