OPEN MINDS The Behavioral Health & Social Service Industry Analyst Industry Analysis One of the key characteristics of successful behavioral health and social service delivery systems is offering consumer-centric services in an increasingly customer-focused marketplace. If we consider the fact that consumers are progressively paying more and more ‘out of pocket’ for health care services, it becomes clear that provider organizations need to adjust strategically by reframing their customer performance measurement in terms of customer-defined ‘value.’ In a consumer-defined environment, good customer service is imperative.