Hey, Candi Harrison's a retired Federal web manager, lots of real experience, and can now speak frankly.
She's helping drive government sites to new levels of usefulness and usability, and has lots to say about that. That includes blogging about government customer service:
Listening to your audience is absolutely the cornerstone of great customer service. But it doesn't stop there. You also have to respect what they tell you and follow - yes, I said "follow" - what they say. I know it's very, very hard to do...especially when you know more than your audience knows - right (wink wink)? But if you want citizens to trust you, like you, use your services, participate, you've got to apply the principles of customer service. Listen to your audience. Respect and follow what they tell you.
You'll see that Candi gets way too kind describing my day job; overlook that, focus on what it means for the public sector, and the private sector, everywhere.