Great service delivery can be a tough nut to crack. In Canada, we pride ourselves on publicly funding many of our social services to make them widely accessible—and that's something we should be proud of. A shortfall of our system is that providers often don't feel they have enough money to provide the same kind of top-notch services that privately-funded social services can afford. It's easy to become very focused on the basic end of actually delivering the service—as long as Cory has someone to call to make an appointment to address his mental health challenges, and he eventually does get to speak to a qualified person, we're delivering the service. It's easy for the other details to become extraneous.
But those details are important. How the service feels is a crucial aspect of the service's success. How might we ensure a great service experience?