The service user has expectations – are we aware of them?
The service provider has a view upon the service user’s expectations.
Do they equate? The gap may be in the service users favour, if the provider is being generous, but does the service user really want or need that generosity? Can there be too excellent a service?
In contrast, the citizen may be setting their sights too low. From a previous experience they may not expect the quality that the service provider is obliged by law or even common decency to deliver. We should be delivering excellent service quality.
How do we anchor expectations in these terms or provide realistic pledges or promises of service?
I propose that consultation and co-production of processes with the end user can be the only rationale.