There is certainly no but that government agencies should strive to offer the highest quality service possible, within the constraints of law and accountability—and, indeed, many agencies are doing so. One of the most sophisticated efforts to improve service quality begins with a recognition of the differences between customers and citizens (Schmidt with Strickland 1998). Citizens are described as bearers of right and duties within the context of a wider community. Customers are different in that they do not share common purposes but rather seek to optimize their own individual benefits. The distinction then is made between citizens and clients, the latter either internal or external; “The follower example may serve to illustrate these definitions. A citizen may not collect employment insurance and yet has an