The Government's Monopoly and its Impact on Consumer Support
The government has a monopoly on operation in certain industries where private individuals or businesses are not permitted to work. Monopoly in the distribution of services will either stimulate or suffocate citizens' ability to access top-tier consumer support, which is typically identified with the private sector. This report reflects on Ottawa County in Michigan State's introduction of a customer-centric service provider. The writers of the essay want the public to realize that it is possible for the government to be customer-centric; a philosophy strongly correlated with private-sector companies motivated by the need to maximize profits. The purpose of government doing business is not for profit but rather the provision of services that facilitates access and sharing of resources and economic growth. Vanderberg S. writes from inside public service spectrum being Ottawa County administrator in Michigan while Capodagli B. is a consultant working in the private sector (Vanderberg & Capodagli, 2015). Their combined experience and perspectives of customer experience give the article a liberal view of customer centrism from both ends.
The Implementation of Customer-Centric Service in Ottawa County
The article breaks down step by step how Ottawa County adopted and implemented its version of "The Disney Way" to improve the customer experience for visitors and people of the county. The plans begin with customer-centrism, then management buy-in, the roll out, the hot seat through to the future of the county. The article paints a picture of what Ottawa County officials want for their County by appreciating the impact of excellent customer service. Satisfied customers give positive reviews, support the organization by owning it and defending it based on the type of service they receive. Disneyland is said to be the happiest place on earth (Doty, 2016) and it's a commendable initiative by Ottawa County administration to adopt a strategy that would make people happy and further set a precedent for future public service.
Ottawa County as a Destination for Business Leaders
Ottawa County seeks to be a destination for business leaders seeking new opportunities and locations for companies by adopting a customer-focused way of service delivery. The moment any firm faces competition, innovative ways come up to ensure customer retention. Perhaps the lack of alternative for public utilities has derailed the need always to treat people well otherwise they would run to competitors. Ottawa's plan will change the perspective of individuals on public service. In the private sector, it's the competitive forces that force other firms to emulate giants in customer service like Disney, Starbucks or Four season Hotels (Vanderberg & Capodagli, 2015).
The County's Commitment to Customer-Centric Culture
The article shows how county leadership has dedicated themselves and committed resources to instill a customer-centric culture. The initial step of contacting the authors of "The Disney Way" for guidance illustrates how they desperately need help to change the culture. It would otherwise look like a regular change to the employees if the official didn't invite consultants to take them through the entire change process. Committing resources into training the whole team comprised of 33 departments in the fall of 2012 shows the desire of the team to be customer centric. The entire county administration wanted a better experience for visitors, employees, and the general population of Ottawa County.
The Importance of Considering Feedback and Public Perception
There is so much focus on the County's side of the "Ottawa Way" and less of the people and visitors. The authors need to let the reader know how the people, who are the recipients of the service felt and their feedback. There was no clear communication on how to handle feedback as they implement change. Although the idea rides on the success of "The Disney Way," the article does not assure readers of acceptance by the public given that Disneyland does not offer public or government service its sense.
References
Doty, A. (2016, April 19). Ottawa County featured in “The Disney Way.” TCA Regional News; Chicago. Chicago, United States. Retrieved from http://search.proquest.com.libraryresources.columbiasouthern.edu/abicomplete/docview/1781917757/abstract/56088D3708224E7CPQ/2
Vanderberg, A., & Capodagli, B. (2015). The “Ottawa Way” Thrives. PM. Public Management; Washington, 97(6), 14–18.
