Customer Orientation Strategies in Public Administration

This essay explores the importance of customer orientation in public administration, highlighting modernization and decentralization for improved service delivery. It emphasizes viewing citizens as customers to compete with private companies and improving the physical environment to enhance consumer commitment. The essay discusses the role of superiors, the transfer of decision-making power to front-line employees, and the significance of public service motivation. It suggests establishing a knowledge foundation based on customer needs, empowering customers through self-service, and creating a supportive public policy environment. The mutual gain approach and public involvement through hearings and forums are recommended for resolving disputes and addressing grievances, ultimately improving the quality of public service.

Running head: CUSTOMER ORIENTATION IN PUBLIC ADMINISTRATION
Customer Orientation in Public Administration
Name of the student
Name of the University
Author note

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CUSTOMER ORIENTATION IN PUBLIC ADMINISTRATION
The strength of the topic lies in the fact that it has brought out the importance of
modernization in relation to public administration that can foster well-being within the work
place. It has stressed on the need of decentralizing the aspect of decision-making that can help it
in moving closer to service delivery. The second strength of the article is that it has talked about
the importance of viewing the citizens like customers that can help it in competing with the
private companies (Ludwiczak, 2014). The strength of the article is owing to the fact that it has
talked about improving physical environment that can increase commitment to that of the
consumer. The article has talked about the important role that superiors have to play in the arena
of public administration so that the service can cater to the needs of the customer. It has talked
about transferring decision-making power to the supervisor of that of the front-line employees
can help in improving the quality of work of employees of an organization. The significance of
the top resides in the fact that it has suggested how public service motivation can act as a
mechanism that can help the public administration reach the high performance level. The
strength of the topic is owing to its attribute of modernization and on decentralization of process
pertaining to decision making. The topic’s strength arises as it has talked about physical
improvement and significance of superiors in an organization. The topic pints forward to the
significance of motivation that is beneficial for that of public service administration.
Establishing a knowledge foundation can be useful for public service administration in
catering to the changing demands of modern day consumer. The knowledge foundation can help
in the incorporation of various kinds of information that can act as a repository in relation to
everything that one wants to know. The knowledge can be captured over the course of time while
carrying out daily interaction with consumers. It is recommended that the knowledge should be
organized on the basis of the needs of customer instead of being internally driven. It can be

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CUSTOMER ORIENTATION IN PUBLIC ADMINISTRATION
recommended that in order to improve the aspect of customer orientation in public
administration the customers should be empowered. Self-service can be taken recourse to that
can help the customers in find the answer within minutes that can be helpful for them. The self-
service can include the forms along with diagrams that can be helpful to the customers.
The public policy can create a supportive environment that can improve decision-making
in the sector of public service administration. The mutual gain approach can help in the resolving
of disputes that can help the public service administrators in improving collaboration.
Acknowledging the concern of the other side can pave the path for building a strong bond that
can benefit both parties. The involvement of the public can lead to open communication that
helps in taking into account the needs of the stakeholders (Osborne et al., 2015). The hearings
and the forums can help in addressing the grievances of the consumers that can be of great
service for public administration. The participants having ownership of processes can help in
improving the quality of service related to public service. The public policy can improve
decision-making with the help of a consensus that can help in the aspect of modification of
proposals.
A journal that talks about the significance of public administration in improving customer
orientation is:
Osborne, S. P., Radnor, Z., Kinder, T., & Vidal, I. (2015). The SERVICE framework: A
public‐service‐dominant approach to sustainable public services. British Journal of
Management, 26(3), 424-438.

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CUSTOMER ORIENTATION IN PUBLIC ADMINISTRATION
References
Ludwiczak, A. (2014). The role of customer orientation in improving services in public
administration. Management, 18(1), 356-369.
Osborne, S. P., Radnor, Z., Kinder, T., & Vidal, I. (2015). The SERVICE framework: A public‐
service‐dominant approach to sustainable public services. British Journal of
Management, 26(3), 424-438.