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 »
OMB released customer service guidance to agencies earlier this week but it was lost in the hoopla over the announcement of Obama’s new Campaign to Cut Waste, starting with cuts in the number of federal websites. Six weeks ago, President Obama signed an executive order, “Streamlining Service Delivery and Improving Customer Service,” directing agencies toRead… Read more »
Lawrence Eagleburger, the only career FSO to serve as Secretary of State, died this past Saturday. I served in the Department during the time Mr. Eagleburger was Deputy Secretary, at the time the highest post in the Department a career diplomat could aspire to. I remember him for his unwavering support for those below himRead… Read more »
Of the organizations that have written expectations and standard operating procedures for contacting customers (which most don’t), the vast majority focus only on full-time permanent staff. This is a BIG hole in the impressions you make on your customers. Volunteers, part-time, and seasonal people represent your organization too. They form just as much of anRead… Read more »
Good refresher on how to move from product-centric to customer-centric: www.perfectcustomerexperience.com/2011/04/3081
Customer service is about to become an annual performance goal for each federal department. First, there was last week’s presidential order on customer service. Then the Office of Management and Budget began pushing along compliance with the Government Performance and Results Act (GPRA) Modernization Act of 2010, which calls for agencies to measure customer service.Read… Read more »
They say a picture is worth a thousand words…but there are not enough words to describe how wonderful it was to run this race in the company of friends and for the benefit of so many who are facing great adversity. Well you met the team in “Govies Gettin Dirty for a Cause: Part I“.Read… Read more »