Event Date/Time: Mar 17, 2009 End Date/Time: Mar 19, 2009
Registration Date: Mar 16, 2009
Early Registration Date: Feb 20, 2009
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As pressure mounts on government agencies to be more customer-focused and responsive, government managers are struggling to find the right methods to respond to the challenge. Unfortunately, traditional private sector approaches to performance improvement rarely succeed when adopted by government. Whether they be overly simplistic customer service programs, empty slogans (the customer is always right) or industrial-age concepts based on building quality, defect-free widgets; they fail to address the real challenges government managers face:

It is not always clear who the actual customer is, and in many cases multiple customers have competing interests.

We don’t manufacture widgets. What we do is squishy and hard to get our arms around. Consequently it is difficult to measure what we do and even harder to improve.

We don’t have customers – we have hostages. They didn’t choose us, they have to use us, and there is nowhere else they can go. Therefore, there is no incentive to improve customer satisfaction.

We’re not here to make a profit. We don’t have a bottom line or competition, so there is no real incentive to improve. Besides, any savings we achieve just get taken from us anyways.

In addition, government organizations often face immense bureaucracies, counterproductive measurement systems and conflicting stakeholder interests. All of these issues are compounded when the agency is of a regulatory or compliance nature.

This fast paced, hands-on Academy dives right into these issues and presents proven techniques government managers can use to dramatically improve customer satisfaction and process performance.


900 7th Street NW Suite 600
Washington DC
United States

Additional Information

If you would like to learn more about this event or if you would like to register, please email Jeffrey Press, Executive Director of the Center for Radical Improvement at press@c4ri.org or call 703.286.7900.