In fact, most of the public agencie

In fact, most of the public agencies present a defensive attitude in dealing with citizens’ opinions and complaints.
Ignoring citizens’ opinions will result in the public agencies’ repeating same faulty service.
Besides, the public agency employees often too conveniently rely on previously established standard operation
procedures and unwillingly provide flexible service outside of established procedure, to immediately satisfy variety of citizens’
needs. All these reasons generate gaps between a service system and the real needs of customers.