We know what our customers want. We’ve known for years. We don’t need to keep asking them because the answer is the same. We know what to do to make customer service better. We’ve known that for years, too, because we’ve listened to and watched our customers. So why do 79% of the respondents toRead… Read more »
As organizations become more complicated, success can often be tied to the degree to which an organization is responsive to customers. This generally happens on the front line. So empowering front line managers to solve problems without going up through the chain of command is an important leadership strategy. The September 2011 issue of theRead… Read more »
With so much focus these days on optimizing Service Levels to match realistic budgets, here is a series of cautionary tales of regulation run amok. Let’s think about the consequences of over-regulation, not only on expenditures, but also on culture and community values. This excerpt from Mark Steyn’s book on bureaucracy is a “must read”Read… Read more »
This week’s Project of the Week is brought to you by one of GovLoop’s 2011 Major Partners, IBM. As the year continues they will be present on GovLoop to help you with any Analytics questions you may have. Dr. GovLoop recently caught up with Frank Stein of the Analytics Solution Center at IBM about howRead… Read more »
Moving to the bureaucracy from the world of NGOs, for me, meant serious growing pains. I really, really wanted a job in the public service. I would have eaten glass in sharp, jagged pieces to make my casual position a permanent job — if my manager would’ve asked. I did whatever I was told, evenRead… Read more »
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 AnalyzeRead… Read more »
Since technology appears simple to operation the assumption is that it’s simple to build and manage. What isn’t seen by end-users today is all the complexity behind a product or service. The consequences of operationally mature, technically naïve stakeholders and end-users are having to justify investments in information technology. While it’s not unreasonable to askRead… Read more »
Agencies that implement an Enterprise Content Management (ECM) system are typically losers-but in a good way! The whole reason to implement an ECM system is to lose the waste while gaining efficiency. Below are five things you can kiss goodbye when your ECM system comes online: Wasting Time: How much time does your current processRead… Read more »
Can you recall the fanfare when an organization first introduces their newsletter? Ideas for stories abound; writers volunteering to contribute; a robust list of potential topics and content grows almost by magic. A real event – like Spanky, Darala, and the Little Rascals putting on a show. Fast forward about a year and some ofRead… Read more »
It has been a while since my last blog. A combination of heavy travel and recovering from surgery on a torn Achilles tendon has caused me to re-adjust my schedule. It’s good to be back. In this week’s entry we will discuss developing the change management (CM) communications plan. As discussed in previous blogs, communicationRead… Read more »