How CMS Used Data to Enhance Citizen Experience
CMS has one of the biggest digital footprints in federal government, without a performance tracker, it was difficult to oversee its CX in real time.
Posts Tagged: KPIs
The Vital Few: How to Identify Your Key Performance Measures
How do you identify the key performance measures that will actually tell you how the organization is performing?
The Demise of the Personal Dashboard
I was recently asked how I would architect a personalized dashboard experience for visitors to a large, customer-facing website. My response? I wouldn’t. A dashboard in a car or airplane makes sense. It’s not as if I could click “speedometer” while driving or press the “altimeter” button while flying. I simply need everything at allRead… Read more »
Process Intelligence Will Help Gov 2.0 Endure
In my last posting I wrote about the advantages of using the Adaptive Project Framework (APF) to deliver Gov 2.0 projects. I argued that Gov 2.0 needs new management methods to take advantage of the new technologies and deliver on the promise of open, transparent, and accountable government. But Gov 2.0 doesn’t stop at theRead… Read more »