According to Loffler & Bovaird (2009), modernization of public systems by introduction of more efficient methods is the key to success of strategic management in the public offices. In order to ensure customer satisfaction, efficient methods of customer service should be developed within the CSC systems (Theodore, 2010 & Kevin, 2009).

The role of government agencies is to serve the citizens (Rimington, 2009). Understanding customer behavior in every business is important for strategic management (Theodore, 2010 & Kevin, 2009). As illustrated in the case study, customer satisfaction is not achieved in CSC.  The main problem is the customer arrival time for services. In order to ensure customers are served at all the times, the first alternative is to introduce shifts among the staff during the morning and lunch hours. This technique has worked for banks and other private sectors (Solomon, 2009). In this method, some employees will be left to go for their lunch earlier or later than the normal hours. It will also ensure arrival time is alternated among the customer service staff in the morning. This will ensure that motorists and customers who form long queues at these hours are served.

In order to reduce staff-customer conflicts, in-service training to the customer service staff will be offered as it is in the private sector. This will ensure customers are treated and handled professionally regardless of their level of arrogance (Theodore, 2010).

Introduction of mobile information integrated system will ensure that customers get alerted of the CSC mails. This will ensure that the customers read their mails and confusion during the license renewal process will be reduced.

Ilcan, S. (2009). Privatizing Responsibility: Public Sector Reform under Neoliberal                        Government. Canadian Sociological Association, 46(3), 207-234.

Kevin, C. (2009). Information and Knowledge Management in Public Sector Networks: The        Case of US Intelligence Community. International Journal of Public Administration,     32(14), 1219-1267

Loffler, E. & Borvaid, A. (2009). Public Management and Governance. Retrieved on       February 22, 2011 from