The hallmark of high performance in government is public service value creation, providing better social outcomes in a cost-effective manner. Accenture found a significant correlation between improved customer service and an improved relationship between citizens and their governments. Below is an excerpt of the 128-page report for Malaysia, one of 22 countries surveyed.
Malaysia has embarked upon a new phase of development as it moves toward realising its aspiration of becoming a developed nation by 2020. This next phase, which will last 15 years, will be guided by the “National Mission” – a policy and implementation framework.
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