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
Tprocedures 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.