Your government agency has embarked upon a journey to improve customer service in the development processing system. A number of significant changes are anticipated, including a more co-located “one-stop” development services center, shifting to a project-oriented approach when processing applications, and an enhanced information technology and communication system. Can these changes happen? They can, but…
In order to get buy-in, change must be not only attainable, but sustainable. It is easy to slip back into old habits and do what is comfortable; however, this will not help complete the change. Change must be incremental at first, so the old is not so far away, yet consistent, so small changes make…
If you have come to the conclusion that changes are needed to improve customer service in the development process, there are some key questions to think about. For example: Based upon initial research, are you expecting the changes to the development process to be significant? Do anticipated changes involve multiple local city or county departments…