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Public sector organizations face increasing pressure to ensure that programs are well managed
and results-oriented, and meet the needs of their constituents—namely, the American
public. Citizens expect and deserve quality services in return for their investment (i.e., tax
dollars) whether they are receiving Social Security checks, undergoing medical treatment
at veterans’ hospitals, obtaining assistance in response to natural disasters, visiting national
parks, or receiving any other government services at the federal, state, or local level.