Over a four year period, the New York City Department of Finance (NYCDoF) worked to design and implement a basic performance management system. With the support of the Public Strategies Group (of which I played a role), NYCDoF established the process of focusing on results, developing performance measures, and implementing the measurement and learning process. The … Read moreCan Government Act Like the Waldorf Astoria?
In a previous article, I spoke of customer advocacy in government. I spoke of different ways you could create greater advocacy. I also spoke about the need for feedback from customers. Allow me to further the case for why advocacy matters through a tale of several theme parks. Those living in DC for some time may … Read moreCustomer Advocacy: A Tale of Theme Parks
It’s difficult for most bureaucratic structures in government to think of serving constituents as customers, much less giving customer advocacy serious consideration. Customer advocacy is the effort to build support and momentum for the products and services you provide them. This should be important to government. If for only selfish reasons, it should be critical … Read moreCustomer Advocacy in Government
Forbes Magazine has named Sammamish, Washington as the friendliest city in America. With a population of 46,700, this bedroom community to Microsoft was ranked by Nextdoor.com, a San Francisco-based social network for neighborhoods that assess small metro areas with populations between 5,500 and 150,000. There are a number of factors that lend themselves to be … Read moreWhat Makes Sammamish America’s Friendliest Town?