Service Multipliers, Service Visibility

Abstract

Public service providers can actually suffer as a result of front‐ and back‐office processes that are so efficient they may be invisible to customers. To expose their service quality and social impact to customers and funding officials, these providers need to redesign their service spaces, physical and online, and reveal the multipliers they use to increase service and product value.Public libraries and other public‐service providers must learn to make their “service multipliers” more visible to customers if they want to survive in the internet era.