As many of you know, I was asked by the folks at GovLoop and 1105 to moderate a session at the OGI conference earlier this week. I hope that you guys appreciate it if I share the results of that session with the rest of the GovLoop community who wasn’t able to make it toRead… Read more »
Client management is always a challenge; there’s an implicit, ongoing challenge to forming mutual and clear expectations and partnerships from the very beginning. To achieve those expectations, one needs to learn how to lead through listening. I recall my early training in project management as an architect and later as a freelance consultant, learning howRead… Read more »
Lunched with Mom and daughter today. We have Ladies Lunches, when all three generations of us females go out to lunch together and share sandwiches, cake and giggles. We met Mom at the mall and she looked rather harassed. She sighed, “I have this letter from the Council about my refuse collection and I don’tRead… Read more »
Most discussions I’ve been part of about measurements usually involve identifying a desired outcome and looking for a numeric representation of that outcome. This makes perfect sense and there’s loads of research and supporting evidence that having metrics and measurements are an important part of most outcome-based projects. Over the years, however, I’ve come toRead… Read more »
Complete our survey, tag content HKS20 (#HKS20 on Twitter), leave comments to this blog or email me by Friday 26th February to share your thoughts on the current and future use of technology in public service delivery This article has been reposted from FutureGov’s site. The initial deadline for ideas was this Friday 26th February,Read… Read more »
Shameless pug here: I’m reaching out to folks who are interested in having more in depth discussion about Customer Engagement in Government. I’ve established a new group titled “Customer Engagement” and I’m inviting you to join and contribute. I’ve published a few items of my own in the group & offer you a sample ofRead… Read more »
* $2.5 million for sliced ham in California * $800,000 for a new, clean-air garbage truck in Phoenix * $1.4 million to repair the door of a building in San Antonio * $350,000 to replace and upgrade a dumbwaiter in Brooklyn These are examples of projects that have been reported on recovery.org as stimulus projects.Read… Read more »
Bidding on government opportunities without proper capture planning is like taking a pile of $100 bills and going to a pool hall to play against the local pool sharks. In government proposals, just like in the pool hall, there are those who know what they are doing, and those who don’t. Those who know whatRead… Read more »
I forgot how smart Chris Carfi’s blog posts can be…I have to remember to read them more! I competed a certification course a few years back on Web 2.0/CRM and since then have been a big advocate of his work and ideas on customer-centricity. In fact, Paul Greenberg (CRM at the Speed of Light authorRead… Read more »
I love this concept on the “Experience Matters” blog about suggesting Obama create a Citizen Experience Officer: http://experiencematters.wordpress.com/2008/11/23/obama-needs-a-citizen-experience-officer/ This is similiar to Chief Customer Officer concept and one that most successful organizations now have whether they are corporate or governemnt. This role includes: 1. Serving as an advocate for the customer (aka, citizens in theRead… Read more »