Summary
Unlike their private sector counterparts, public sector organizations focus on delivering high-impact outcomes rather than commercial growth. But like their private sector peers, public sector leaders must understand diverse customer needs, align internal functions, and use technology to enhance service delivery and operational efficiency by building what Forrester calls a customer-obsessed mission engine. This enables mission leaders to drive mission-critical behaviors, improve efficiency, and navigate change more effectively. This report provides actionable insights to help leaders build a mission engine that maximizes value for all stakeholders.
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