10.8 How Government Employees Should View the Public: As Customers, Partners, Citizens

In public management, the way government employees view and interact with the public can vary significantly, reflecting different roles that the public may assume. These roles include viewing the public as customers, partners, and citizens. Each perspective shapes the interaction between government employees and the public, influencing the effectiveness and nature of public service delivery.

When government employees view the public as customers, they focus on providing efficient and high-quality services. This customer-centric approach emphasizes responsiveness and satisfaction. For example, the Ohio Department of Taxation may adopt a customer service mindset by offering online tax filing systems and assistance tools. This approach streamlines the process for taxpayers and treats citizens like customers in the private sector, aiming to meet their specific needs quickly and effectively. 

Viewing the public as partners involves collaboration between the public and government to achieve common goals. This perspective recognizes that the public can contribute to the production and delivery of services. A practical example is the implementation of neighborhood watch programs where local residents work alongside law enforcement to enhance community safety. By partnering with the public, government agencies can leverage local knowledge and resources, leading to more effective and sustainable outcomes.

The role of the public as citizens highlights the importance of civic engagement and participatory governance. In this view, government employees engage citizens in decision-making processes, ensuring that their voices are heard and considered. An example of this is a state legislative committee organizing town hall meetings to discuss proposed changes to certain laws. By involving citizens in these discussions, government employees can foster a sense of ownership and trust in government decisions, leading to more democratic and accepted outcomes.

Each of these roles—customer, partner, and citizen—offers unique benefits and challenges for government employees. Viewing the public as customers can enhance service delivery efficiency but may overlook the importance of public input. Partnering with the public can improve service outcomes but requires effective collaboration and communication. Engaging citizens in governance can lead to more democratic decision-making but may involve complex and time-consuming processes.

In summary, effective public management involves recognizing and balancing these different roles. Government employees must be adaptable, understanding when to treat the public as customers needing efficient service, as partners in service delivery, and as citizens engaged in governance. This multifaceted approach can lead to more responsive, collaborative, and democratic public administration, ultimately benefiting the community as a whole.

Implications for the People 

As Customers – Citizens should expect efficient and high-quality services from government agencies, similar to customer service in the private sector. They can provide feedback to improve service delivery and hold agencies accountable for meeting their needs.   

As Partners – Citizens can engage in collaborative efforts with government agencies, contributing their knowledge and resources to enhance service delivery. This partnership can lead to more effective solutions and a greater sense of community involvement.

As Citizens – Active participation in governance, such as attending town hall meetings or providing input on policy decisions, allows citizens to influence government actions and ensure their voices are heard. This engagement fosters democratic decision-making and builds trust in government institutions.

Reference

Thomas, John Clayton. 2013. “Citizen, Customer, Partner: Rethinking the Place of the Public in Public Management.” Public Administration Review 73 (6):786-796.