Utilizing three ideas – the emotional check-in, the creation of a safe environment for truth, and utilizing a series of what’s good/what needs work questions (and waiting for the team to answer, not me) – might be an approach worth trying in the workplace.
It all starts in the workplace. With engagement scores at rock bottom throughout the federal government, it is clear that we are not serving our second line customers who happen to be our colleagues very well. This malaise spills over into our interactions with our first line customers.
We realized that to meet our customers’ needs, we had to stop looking at the website through our own eyes and start looking at it through the eyes of a user.
Work-life integration may look a bit different for everyone, but these simple guidelines can help you gain a basis of where your integration point needs to be.
I’ve read a lot of reports and listened to a lot of customer service/customer experience user experience — you’re supposed to delight the customer. What if I don’t want to be delighted? What if I just want to do whatever and go on to my next task?
Which federal agencies should you look to as models of plain language? Which ones are getting it wrong and why?
Are we all liars at work?
Let me propose a lower impact method to develop a valuable professional network and advance your career – join an industry association.
Public sector growth is often hampered by frequent and abrupt leadership changes, a complex bureaucracy and limits on financial incentives. So what can public organizations do to fight history and improve their work environment? Check out these simple strategies that can help public agencies build an engaged, mission-oriented workforce.
Government already collects data about us that could be used to more efficiently provide access to the range of services that one might need. Through implementing a consent process, like what the health care and financial sectors have done, government could make better use, through data sharing, of the data it already has.