In the face of increased customer demand and decreased resources, many human service agencies have turned to call centers in the hopes of serving more customers at less cost. What these agencies are quickly discovering is that phone centers actually drive up costs while killing employee and customer satisfaction at the exact same time. How [...]
Sometimes when we make reforms, government jobs get better too.
If the work made passionate people act like Flo on the TV series “Alice,” then the work can bring them back.
A text message conversation about how once management fads fade, the best concepts remain.
Above all else, citizens want results. When they don’t get them, they morph into selfish people.
There are many, but tracking software — which various government agencies make use of every day – is one of the biggest.
Reality TV reveals the problems with government services, but how do we fix them?
Stop thinking about the work involved in a given task, and start thinking about everything else.
HR is not the solution because people are not the problem.
Technology didn't create the flawed processes and overly complicated systems that make government inefficient. So why do so many people think tech upgrades will fix those problems?