Submitted by TFryer on Tue, 01/23/2018 - 13:26
How do you measure and improve the performance of a group of people who see themselves as experts at what they do? This is the challenge that faced Gerald Ray, who set out to improve the performance of the Social Security Administration’s 1,500 administrative law judges in order to speed their decision-making process and improve the accuracy of their decisions. He set out to do this using analytic tools and targeted training sessions. An Interest in Analytics and Law. Mr. Ray’s interest in applying analytics to the law started when he attended law school.
Submitted by cmasingo on Fri, 12/22/2017 - 13:37
Instead of the bike, I got a note from the postman saying it was too big for the delivery truck and I had to pick it up at the local post office. But which one? There were three in the local Zip Code. Calls to each referred me to a national 1-800 number which said there was a 20-minute wait. After 40 minutes, a very polite and very helpful person came on the line and gave me the right post office (which wasn’t one of the three).
Was I satisfied with my customer service? Yes. Was I satisfied with my customer experience? No.
Submitted by rthomas on Wed, 12/20/2017 - 12:25
With little fanfare, the While House announced that 29 agencies launched their Open Government weblinks on schedule (per an OMB directive), on Saturday, February 6th. Virtually all of them also invited citizens to participate in a dialogue on how they could improve their approaches to transparency, participation, collaboration, and innovation.
Submitted by rthomas on Wed, 12/20/2017 - 09:30