“Changing Culture byChanging the Conversation”

May 2000

Drive Change -- Don’t Just Measure

It

2

Change? Why not?

Fear of Performance Measurement

Resistance

Agency vs. Third-party Validations

3

Reinvention

Phase I - President Clinton brought the quality revolution to government (‘93)

Phase II - Fan flames of change (‘94-’98)

Phase III - Drive culture change through measurement (‘99-2000)

4

Excellence in Customer Satisfaction Initiative

1993 Executive Order - ask customers what they want and develop standards to deliver

GPRA - develop performance measures

Balanced measures

5

Senior Executive Service

Performance Measures

Performance management regulations and bonus criteria are being revised to incorporate:Employee SatisfactionCustomer Satisfaction Business Results

6

EMPLOYEE SATISFACTION:Comparison with Private Industry Norms

45%42%41%

62%62%60%

0% 20% 40% 60% 80% 100%

% Satisfied/Very Satisfied

28. Considering everything, how satisfied are you with your job?

30. How satisfied are you with the recognition you receive for doing a good job?

1998 Data

Private Industry Norms

1999 Data

7

Customer Orientation

1. There are service goals aimed at meeting customer expectations.

2. There are well-defined systems for linking customers’ feedback and complaints to employees who can act on the information.

3. Managers communicate the organization’s mission, vision, and values.

28. Is your organization working to streamline its regulatory program to make it more readable and customer-focused?

12. Employees receive training and guidance in providing high-quality customer service.

Both Years:

R=.66, R =.44

2

EMPLOYEE SATISFACTION:The Best Predictors of Customer Orientation 1999/1998

1998 ONLY*

*This item was a predictor of Customer Orientation only in 1998

8

CUSTOMER SATISFACTION: American Customer Satisfaction Index (ACSI)

Partnership - University of Michigan, American Society for Quality and Arthur Andersen

Not a survey, a sophisticated interactive INDEX

Provides diagnostic information

Government-wide Index in 1999 was 68.6 - private sector services index of 72.0

9

INPUTSINPUTS ACSIACSI OUTCOMESOUTCOMES

CUSTOMER SATISFACTION:Example Index Result

CUSTOMERSATISFACTION

(ACSI)

CUSTOMERSATISFACTION

(ACSI)

TRUSTTRUST

CUSTOMERCOMPLAINTSCUSTOMER

COMPLAINTSPERCEIVED

QUALITYPERCEIVED

QUALITY

CUSTOMEREXPECTATIONS

CUSTOMEREXPECTATIONS

Overall

Overall

SatisfactionConfirm/DisconfirmExpectations

Comparison to Ideal

ComplaintBehavior

PROCESSPROCESS

INFORMATIONINFORMATION

CUSTOMERSERVICE

CUSTOMERSERVICE

Timeliness

Courtesy

Clarity

Usefulness

Accessibility

Advocacy

Confidence

Professionalism

90

0.6

0.8

1.5

2.1

70

80

80

70

0.0

3.8-3.4

4.280

25%

0.4

75

7.4

9.4

7.6

7.2

8.0

9.2

8.7

8.7

8.9

7.9

7.6

7.8

8.3

10

Favorable national and local press

U.S. Mint has benefited since 1994

FAA Plain Language Initiative

Student Financial Assistance, NASA -

GPRA

CUSTOMER SATISFACTION: Federal Agency Experiences

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U.S. Postal Service - On-time deliveries

Census Bureau - 2000 Census real time

data

Internal Revenue Service - Electronic

transactions

BUSINESS RESULTS:Our Goal: Real Time Data

12

Performance Report Scorecard

Government Performance Project

BUSINESS RESULTS:Measuring Performance

13

Integrated/Electronic Service Delivery

Institutionalizing Third Party Measures

Expanding Employee Satisfaction

Measures

The Next Five Years

14

National Partnership For Reinventing Government

-- www.npr.gov

Employee Survey Results -- www.employeesurvey.gov

Customer Satisfaction Results -- ----

-- www.customersurvey.gov

Or call Susan Valaskovic, 202-694-0005

For More Information