Posts Tagged: measurement


Nearly a year ago, the federal government relaeased its Digital Government: Building a 21st Century Platform to Better Serve the American People report. In that document, government officials set progressive and aggressive deadlines to keep digital government moving in a more citizen-centric direction. Those deadlines should come to fruition on May 23, 2013. As the… Read more »

NextGen will lead to more effective government

In 1992 when some of you NextGen attendees were small, a report came out on applying entrepreneurial principles to make government more effective. Authors David Osborne and Ted Gaebler described why performance measures are important: • What gets measured gets done. • If you can’t measure results, you can’t tell success from failure. • If… Read more »

Regain Public Trust: Solve Social Problems

Opinions of the federal government are at an all-time low. With only 17% of Americans holding a positive view of the work being done in Washington, we finally unseated the oil and gas industry for last-place on Gallup’s annual opinion rankings. And to be honest, it’s hard to blame them. Our federal government is jam-packed… Read more »

States, Localities Inspire Federal Data-Driven Management

The New York City Police Department launched it vaunted CompSTAT more than a decade ago. This data-driven management approach inspired dozens of other cities and several states to adopt it to run their operations as well. Now it is being pioneered in federal agencies and will likely spread quickly with the encouragement of Congress and… Read more »

Measuring Your Effectiveness in Streamlining Service Delivery and Improving Customer Service

How far along is your agency in implementing the Customer Service Plan mandated in President Obama’s Executive Order 13571 – Streamlining Service Delivery and Improving Customer Service? In my latest blog post, I’ve provided a recommendation for a Short Term Web Measurement plan to help you: Receive customer feedback Evaluate the entire customer experience Analyze… Read more »

Pay-For-Performance? I Vote Not Yet

I am a true believer of the following statements: That government employee’s work for less than what they could earn in the private sector. That our best public sector employees should be compensated with the best paychecks. That pay-for-performance is a great concept that should be applied as an incentive to encourage great workplace performance…. Read more »

Is Money the Right Metric For Government?

Listening to the media discuss our debt can be exhausting. Every day we are bombarded with huge dollar figures to be dealt with: $14.3 trillion in debt, $38 billion cut this year, $4 trillion proposed cut for 2012. Is that really the discussion that we should be focusing on? Is the 50,000 foot discussion where… Read more »

Customer Dissatisfaction

If you ran a business and only 65 percent of your customers were satisfied, do you think you’d stay in business very long? That’s what a recent survey found from customers of many federal agencies, and their customers aren’t happy! In response, Cong. Henry Cuellar re-introduces his customer service enhancement bill. The annual federal customer… Read more »