Service Delivery – C!A: Change and Innovation Agency

Reducing the Self-Created Workload: Making Room for a Wave of New Customers
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Reducing the Self-Created Workload: Making Room for a Wave of New Customers

Reducing the Self-Created Workload: Making Room for a Wave of New Customers

Human Service Agencies across the country are grappling with a new wave of customers seeking support—many for the first time—due to the COVID-19 health crisis and subsequent economic downturn.

Government’s Innovation Surge Shouldn’t End with the Pandemic
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Government’s Innovation Surge Shouldn’t End with the Pandemic

Government’s Innovation Surge Shouldn’t End with the Pandemic

When tasked with returning to normal, government innovators must respond with a forceful no. We should take this opportunity to permanently transform our services, transactions and regulatory systems.

By Brian Elms|April 2020|Categories: Performance Improvement|Tags: Brian Elms, Change, City, County, COVID-19, Customer Satisfaction, Customer Service, Employees, Governing, Government, Improvement, Innovation, Leader, Management, Managers, Normal, Pandemic, Process, Public, Public Service, Quality, Recovery, Service Delivery, Supervisors, Transform, Transformation|