“Suspend Disbelief”

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…

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The Creative Team Member

Making significant improvements in the development processing system is a very difficult and risky venture from the perspective of the staff members involved in the effort.  Staff (and customers) are being asked to change old habits and embrace new ideas for providing information and processing permits or applications.  As an individual, you could be leading an improvement team…

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Do Your Customers Have a Voice In Service Delivery?

Does your organization strive to get customers involved in development services-related performance improvement?  Most communities have recognized that creating a public/private partnership with customers for managing services is essential for existence.  Customers want you to succeed, but they have to be involved to help you.  Experience has shown that creating a partnership, involving customers sincerely in…

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Surveying Your Customers

Surveying your customers is likely one of the most important things you can embark upon in the development processing system. Customers can be brutally honest if the survey process is confidential and timely. However their feedback often provides clarity on priorities for improvements, bottleneck areas, and generally gives a snapshot about frustrations they have experienced. Yes….you…

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Meaningful Performance Measurement

In government, it is imperative to measure our performance.  However, in a lot of cases, creating measurements becomes a once-a-year financial exercise or defensive tool during the budget process.  Performance measurement should not only be a work task but a real asset to an organization’s vitality.  Bottom line…it should be meaningful.  As a leader or manager,…

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