Abstract
A client-centric approach in state and municipal management is becoming an increasingly clear priority every year. Authorities have realized that in order to effectively provide services to citizens and businesses, it is necessary to focus on their needs and expectations. This approach allows us to improve the quality of services provided, improve communication with citizens and ensure a more flexible and quick response to their requests and problems. The application of client-centricity in state and municipal management helps to strengthen trust between the authorities and the population, as well as improve the overall life and well-being of society. This paper examines the topic of “customer journey map” (CJM, Customer Journey map), as one of the most relevant and powerful tools used to improve the quality of government and municipal services provided.
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