Why Government Needs to Get to Know Its Customers
Identifying them and their needs is the first step to serving them better and reducing wasted effort.
John M. Bernard, a senior fellow of the Governing Institute, is the president of John M. Bernard LLC and was the founder of Portland, Ore.-based Mass Ingenuity. He is the author of Government That Works: the Results Revolution in the States and Business at the Speed of Now. With a focus on teaching public-sector leaders to apply business best practices to the work of government, he has worked with leadership in Arizona, Michigan, Oregon, Tennessee and Washington state.
Bernard has an extensive business background, having worked globally as an executive in everything from a high-tech startup to multibillion-dollar financial-services companies and manufacturing firms. He has a degree in mass communications and journalism from the University of Portland.
To improve processes, it's crucial for everyone to be able to see how they're doing in real time.
As the private sector has shown, it's a way to produce effective management and efficiency across a complex enterprise.
Governments are using the "Lean" model to bring efficiency to their operations. But it could be doing a lot more.