Citizens have a right to better services

One of Walmart founder Samuel Moore Walton’s most famous quotes is; "There is only one boss. The customer. He can fire everybody in the company from the chairman downwards, by simply spending his money somewhere else".

The late businessman’s words perhaps give the most accurate justification for excellent customer service in any organisation. Many private business employees seem to take these words a lot more seriously than government workers, maybe because of the latter’s perception of their job security. Granted, a lot has changed, but before the government revolutionised customer service in public offices, it was common for people to look for ‘help’ from government employees.