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Does poor government service costing society more than we think?
When we talk about service excellence, the conversation usually focuses on private sector companies. But service matters just as much — if not more – in government agencies.
That’s because the impact of public service quality extends FAR beyond individual interactions:
- It shapes citizen trust in institutions.
- It enables private sector growth and innovation.
- It influences service standards across entire communities.
When government agencies deliver service excellence, they create a ripple effect that strengthens economic development, enhances social cohesion, and builds institutional credibility.
As we look to build more resilient and prosperous communities, excellence in government service isn’t optional —
– it’s the foundation that enables both public AND private sector success.
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Below is an Autogenerated Transcript
I think you’re being very gentle when you say it’s a little curious that government servants, government service providers, don’t think of themselves as providing service. They may think of themselves more like running a process or doing a procedure, enforcing a regulation, issuing a license, or conducting a bureaucracy.
But there’s a reason that it’s called Government Service, Civil Service, Public Service. It really is about taking better care of the public, whether that’s a citizen or an employer or a tourist or a student or a retiree. Anyone within a city or within a country or within a region is someone who needs to be served by the Government Service. This means if you’re a government service provider, your job is, of course, to complete the regulations and comply, but not in a way that is enforcing. Rather, you’re cultivating a working partnership that’s going to extend further and further over time.
So you want these people realizing, you know, “I’m getting a good experience from the government service.” So I’m going to continue not only to support the government, but I’m actually now going to be speaking with my neighbors and with my family and with my colleagues and my friends in a way that we in the public become better service partners with the Civil Servants and the Public Servants who are working for us. That’s another service partnership.
Here in Singapore, I teach in the Civil Service College in a program called The Future Service Leaders Program. It’s absolutely important that anyone who’s in a leadership position in a government agency understand that your job is to ensure that you’re cultivating a culture of continuous service improvement internally between government agencies, because very often an issue is not just addressing one agency. There can be overlaps with others, and that’s a partnership, but also obviously with the public, so that they can become more supportive partners with you.
