Spend the day with a hapless customer as he experiences life on the
This important video illustrates how bureaucratic systems and procedures, however necessary to workflow, can get in the way of providing the level of service--and respect--the public requires. It's a valuable journey into attitudes and assumptions, a realistic look at the day-to-day public sector workplace that is full of customers anxious about the help they need and well-meaning CSRs hampered by inflexible rules.
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