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Category Archives: Bernie Lubran
Recommended Reading for All Government Executives: Bill Gates’ Plan to Fix the World’s Biggest Problems
This past weekend I read an essay by Bill Gates that was published in the Wall Street Journal. In the article, he makes a passionate appeal for executives and leaders to apply lessons learned in the 19th century by inventors who made substantial progress towards increasing the performance of the steam engine by constantly measuring and improving the efficiency of the output. Mr. Gates then proceeds to explain how measuring performance can be applied to solve many of society’s challenges such as educational reform, reduction in child mortality, elimination of certain diseases, and more. Mr. Gates is encouraging recipients of … Continue reading
So You Want to Build a New Portal for the Federal Government That’s Truly “By and for the People?”
Just like a 1,000 other people, I’m following the progress of the ProjectMyGov group through their Twitter feeds. It’s an exciting project in which a team of five Presidential Innovations Fellows have been tasked with designing a better portal for citizens to interact with the federal government. They started their work on August 23rd and plan to wrap up the project within six months. What I find especially interesting about the project is that underlying the initiative is an implicit acknowledgement that the current portal, USA.gov, is not meeting the needs of citizens. Not surprisingly, that was the conclusion that … Continue reading
Posted by Bernie Lubran
Tagged Customer Satisfaction, E-Government, ForeSee Solutions
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OMB gets Serious on Customer Satisfaction Metrics
I want to write about something that isn’t making the headlines in the Washington Post – the recent development regarding the federal government’s Digital Strategy. Continue reading
It’s Time for a New Customer Service Model for Government
Last month, the House of Representative’s Committee on Oversight and Government Reform passed the Government Customer Service Improvement Act. It’s a step in the right direction but still has a long way to becoming the law of the land as it needs to be passed by both the full House of Representatives and by the US Senate. Why is it necessary to pass legislation to mandate that the federal government adopt customer service performance measures and standards, collect customer feedback, report on the results to Congress, and designate an agency official to implement the standards and measures? There is extensive … Continue reading
