CUSTOMER NEEDS / EXPECTATIONS

  • Expectations = phased/customized services
  • Conflicting customer needs/desires
  • Do it faster & cheaper
  • Equality & consistency in fairness & interpretation
  • Demand for streamlining regulatory process but no $
  • Higher quality with less confusion/more clarity
  • Demand for environmental and energy efficiencies
  • Convenience Fixed targets
  • Location - easy access (via web) 24/7/365
  • More accountability
  • Government will fix it
  • Reliable warrantees from defects
  • Flexibility

 

 

 

 

  • Some large players do not want change

  • Public safety

  • Nurture trained expected among rookies

  • Want to talk to a person - want personalized service