It is often said that government should treat citizens the way businesses treat customers. But when it comes to customers, businesses have it relatively easy. They get to pick and choose which customers to serve, lavishing attention on those that are profitable and using a one-size-fits-all approach for the rest.
Governments don't have that luxury. They must serve every citizen, providing essential services that in many cases would never survive in the private sector.
In the private sector, the bottom line is shareholder value. In government, the objectives can be harder to pinpoint. But in the end, the basic goals are the same: making efficient use of limited resources, striving for continuous improvement, and delivering maximum value for citizens and business.
Palma’s consulting solutions to government and public sector institutions focus on efficiency improvement, process transparency, and the design and implementation of electronic services.