Customer Driven Government

1
Customer Driven Government

• Candy McAlpine
• Linda Torres

2
Customer Blind

• Businesses exist to serve customers
• Government funding comes from legislature,
  elected boards, etc
• Government strives to please those influencing
  funding (special interest groups)

3
Movement for change

• Citizens want choices not just standardized
  service
• Entrepreneurial government agencies are listening
  to their customers
• Bringing competition to government
• i.e. Registry of Motor Vehicles, if funded by how
  many customers served, would they act differently?

4
Getting closer to the customer

• Total Quality Management (TQM)
• Stands traditional organizational chart on its
  head
• How does this add value to the customer?
• Customized rather than standardized services,
  measure results

5
Put customers in the drivers seat

• Put resources in the customers hands and let
  them choose.
• Forces providers to be accountable to their
  customers
• Stimulate innovation
• Empowered consumers are more committed
• Example GI bill versus GI hospitals

6
Summary

• User friendly, not confusing maze of fragmented
  programs
• Transparent, aware of options, not necessary to
  deal with the complex infrastructure
• Holistic, bring all services together, instead of
  multiple different programs
• Requires innovative, entrepreneurial leadership
  and program development