From Jim's blog Changing Winds
All organizations, whether public, private or non-profit, like to espouse that they’re client or customer focused. Being “client centric” is what excites public servants, at least in my experience. There’s what I’ll bluntly call a mammoth load of BS when it comes to what organizations purport they provide and what they actually deliver when it comes to serving clients and customers. The disconnect can be palpable.