ABSTRACT
Declining citizens’ trust in government has been identified as one of the main forces driving changes in government (McNabb 2009). The public sector in the 1980s was seen to be inefficient, non-transparent and expensive, and was believed not to deliver the services citizens wanted. Dissatisfaction with services was a direct consequence of a low or absent customer service orientation, including unfriendly public officials, incomprehensible forms and long waiting lines.
