Posts Tagged: streamlining

Combined Applications Can Help Bring a Human-Centered Approach to Public Services

Allowing people to apply for multiple programs using one application can provide a much simpler and easier experience of accessing government services.

Yay or Nay on Feedback USA?

For four years, many have been eagerly awaiting cross-agency action on President Obama’s 2011 executive order streamlining service delivery and improving customer service. The U.S. General Services Administration (GSA) recently launched the pilot of Feedback USA to help agencies meet that goal. But, does Feedback USA look like it’s going to be worth the wait? Feedback USA is adding customerRead… Read more »

Reorganizing Management Functions: A Manager’s Checklist for Doing It Right

Here’s a terrific checklist of questions managers should be able to answer as they undertake a consolidation of infrastructure or management functions. It is buried in a new report by the Government Accountability Office. Sometimes GAO does terrific work but couches it in ways that its value may not be immediately obvious to busy readers.Read… Read more »

Building a shared services model in local government

Declining local government budgets drive a need for innovative solutions to reduce operating costs Local government budgets for municipalities, cities and townships are shrinking at a staggering pace. Declining property and business tax revenues are impacting local governments ability to provide basic services to the public. As a result, budget planning directors and business analystsRead… Read more »

Smart Streamlining

Two new reports out this past week focus on tools and techniques for agencies to cope with the new fiscal austerity they face in years ahead. One is by the Partnership for Public Service, the other by the Government Accountability Office. They are both worth reading because they focus on smart ways to make cutsRead… Read more »

Getting People to Solve Problems Without You

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 »

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 AnalyzeRead… Read more »

Tracing the Whys

Reposted from original at When reading the Augustine Committee’s summary report, there was one particular line that really stood out to me. “In fact, the Committee finds that no plan compatible with the FY 2010 budget profile permits human exploration to continue in any meaningful way.” Wow. That is a lot to take in.Read… Read more »