Abstract
This article is concerned with the development of productive, high-quality customer service operations. It focuses on key areas related to service quality in the public sector: customer service strategies, organizational structures, and organizational systems. The effect of organization vision and values on the development of customer service strategies is explored, and the use of a high-performance organization model is proposed. In terms of organization structure, this article focuses on the implications and effect of using work teams in customer service operations. The organization systems reviewed specifically involve the selection and hiring of customer service personnel as well as compensation plans for frontline employees. There are other important administrative systems, but these activities play key roles in the performance and productivity of public-sector customer service personnel.
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