Friday, October 9, 2015
Articles from across the Web that we at the IBM Center for The Business of Government found interesting, October 5 - 9, 2015.

OMB Releases Updated Agency Priority Goals. OMB director Shaun Donovan announced the Administration’s final set of two-year agency priority goals (APGs) as required by the GPRA Modernization Act of 2010. The 92 goals, listed on, include new as well as continuing efforts. VA Sets BHAG (Big, Hairy, Audacious Goal) for Its APG. According to NextGov, the Tom Allin, chief veteran experience officer for the Department of Veterans Affairs, has set an audacious Agency Priority Goal: 90 percent of veterans will trust VA to meet its commitments – by September 30, 2017. “Everybody is going to be measured on veteran experience and this will definitely change behavior,” Allin said. “Not to be timid, but our goal is to achieve 90 percent (customer experience satisfaction) in three years.” VA Updates Its Customer Service Framework. According to Federal News Radio: “The Veterans Affairs Department’s ongoing goal to provide world class customer service always begins with a simple premise: understand the veterans experience first and foremost. . . . To that end, VA is giving hospitals, clinics and other parts of the agency a new framework to map out its customer service experience to figure out where the gaps exist and close them.” Regulatory Oversight Bills. Government Executive reports that a Senate committee cleared a series of regulatory reform bills that are a “. . . step toward ambitious changes in the government’s regulatory agencies, approving four bills aimed at lowering cost burdens, weeding out obsolete rules, making rulemaking procedures consistent and boosting public participation.” Analog Government Persists. FedScoop reports that a global study by Deloitte that observes: “Budget cuts, an aging pre-Internet generation and general demand are driving the government toward adopting a “digitally mature” model — but agencies are hampered by antiquated office cultures, skill sets and bureaucratic processes.” Giving Government Some Oxygen. Federal News Radio reports that Google’s performance management system, nicknamed “Oxygen,” is based on eight key behaviors for managers and they may have some lessons for federal managers. The federal version – dubbed “Modern Government Management Traits” – is being piloted in the Department of Labor. The goal is to improve managers and improve employee engagement. * * * * * The Business of Government Radio Show. What are the key strategic priorities for HUD? How is the HUD position itself as the Department of Opportunity? What is HUD doing to improve its operational performance? Join host Michael Keegan as he explores these questions and more with Nani Coloretti, Deputy Secretary, U.S. Department of Housing and Urban Development. Broadcast Schedule: The show airs Monday at 11 a.m., and Wednesday at noon, on Federal News Radio 1500AM WFED If you can't wait, though, you can listen to (or download) this week's program and all our previous interviews at

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