PUTTING THE CUSTOMER FIRST

Too often we forget that the customer – the user, the client – is the beginning of the service cycle instead of the end point. Practitioners tend to be unfamiliar with customers and tend to be particularly unskilled when worked with community and individuals. With the vital, ever-growing emphasis on community involvement in decision-making, clearly the customers must take a central position and become the focus of efforts.

Each of the topics includes the Objectives, the suggested Actions, and the Tools that may be useful in addressing the issues.

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PROVIDING SERVICES

Services may be provided through a variety of ways, ranging from formal, conventional city utility agencies to non-formal, unconventional alternative providers; from large-scale citywide provision to individual self-provision. All have a useful role, and each should be encouraged and supported to provide services in face of escalating demands.

Information on each of the providers includes a brief Description, their customary Tasks and Scope, and their Strengths and Weaknesses. Examples are included when available.

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