“Changing Culture by Changing the Conversation” May 2000 Drive Change -- Don’t Just Measure It

2 Change? Why not? 4Fear of Performance Measurement 4Resistance 4Agency vs. Third-party Validations

3 Reinvention 4Phase I - President Clinton brought the quality revolution to government (‘93) 4Phase II - Fan flames of change (‘94- ’98) 4Phase III - Drive culture change through measurement (‘ )

4 Excellence in Customer Satisfaction Initiative Executive Order - ask customers what they want and develop standards to deliver 4GPRA - develop performance measures 4Balanced measures

5 Senior Executive Service Performance Measures 4Performance management regulations and bonus criteria are being revised to incorporate: 4Employee Satisfaction 4Customer Satisfaction 4Business Results

6 EMPLOYEE SATISFACTION: Comparison with Private Industry Norms 45% 42% 41% 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/ ONLY* *This item was a predictor of Customer Orientation only in 1998

8 CUSTOMER SATISFACTION: American Customer Satisfaction Index (ACSI) 4Partnership - University of Michigan, American Society for Quality and Arthur Andersen 4Not a survey, a sophisticated interactive INDEX 4Provides diagnostic information 4Government-wide Index in 1999 was private sector services index of 72.0

9 INPUTSACSIOUTCOMES CUSTOMER SATISFACTION: Example Index Result CUSTOMER SATISFACTION (ACSI) CUSTOMER SATISFACTION (ACSI) TRUST CUSTOMER COMPLAINTS CUSTOMER COMPLAINTS PERCEIVED QUALITY PERCEIVED QUALITY CUSTOMER EXPECTATIONS CUSTOMER EXPECTATIONS Overall Satisfaction Confirm/ Disconfirm Expectations Comparison to Ideal Complaint Behavior PROCESS INFORMATION CUSTOMER SERVICE CUSTOMER SERVICE Timeliness Courtesy Clarity Usefulness Accessibility Advocacy Confidence Professionalism %

10 4Favorable national and local press 4U.S. Mint has benefited since FAA Plain Language Initiative 4Student Financial Assistance, NASA - GPRA CUSTOMER SATISFACTION: Federal Agency Experiences

11 4U.S. Postal Service - On-time deliveries 4Census Bureau Census real time data 4Internal Revenue Service - Electronic transactions BUSINESS RESULTS: Our Goal: Real Time Data

12 4Performance Report Scorecard 4Government Performance Project BUSINESS RESULTS: Measuring Performance

13 4Integrated/Electronic Service Delivery 4Institutionalizing Third Party Measures 4Expanding Employee Satisfaction Measures The Next Five Years

14 4National Partnership For Reinventing Government Employee Survey Results Customer Satisfaction Results Or call Susan Valaskovic, For More Information