ABSTRACT
The Belgian Postal Service was considered throughout the world as a model of an efficient public organization. More specifically, the main characteristics of this deterioration of postal services in Belgium include budget cutbacks, reduced staff, lack of training for new staff, stagnation of salaries compared with the private sector, demoralized personnel feeling increasingly insecure, increased complaints from users, deteriorating status of civil servants, and a tarnished image with public opinion. This chapter addresses the issue of whether our evaluation has contributed to changes and organizational learning in the postal service. Customers often complain about the quality of the reception and service in post offices. Most staff members believe that the reception extended to the customers must be improved; but twenty staff members say they have received no relevant training on how to receive customers. In order for this “revolution” to succeed, the behavior of the staff and the corporate culture must unquestionably undergo radical changes.
