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?
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
Last week during the Democrat National Convention, Vice President Joe Biden appeared on Morning Joe to discuss his decision not to run as a candidate, and other issues surrounding the 2016 election. But what caught my attention was not a dialogue about politics, but about working together. Here is that conversation by the host, Joe … Read moreWorking Across the Table in the Senate
While the film has yet to come out, the scene couldn’t be funnier. It’s a preview of Disney’s new film, Zootopia, in which a rookie cop needs to run a license plate–fast. That brings us to the one place nothing ever goes quickly–your local Department of Motor Vehicles. You’ll see why in this clip. We’ve … Read moreGovernment Service Like a Sloth
A few weeks ago, Mark David Jones and I went to visit a client together. Whenever Mark travels, he uses CLEAR, a pre-paid service which guarantees you to get through airport security in less than 5 minutes. Mark loves this service, as he hates wasting time in line, and as he is usually running late … Read moreCLEAR for TSA PreCheck?