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The Public Manager
Delivering Cross-Agency Customer Service
Monday, June 15, 2015
Lisa Danzig, co-leader of this initiative.writes that while good customer service can be a very difficult thing to achieve, some simple fundamentals apply: knowing the customers and their...
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The Public Manager
Improving Customer Service Must Be an Agency Priority
Monday, June 15, 2015
Customer service is a core function of government. Although a few agencies are meeting expectations, it seems that most customer service interactions with government agencies frustrate and...
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The Public Manager
What Will Bad Customer Service Cost Government?
Monday, June 15, 2015
Ryann K. Ellis examines the latest data from the American Customer Satisfaction Index (ACSI). The ACSI Federal Government Report 2014 outlines what failing customer service and poor...
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The Public Manager
Training Asset Maps: Projecting Regional Workforce Needs
Monday, June 15, 2015
Government wants to be a catalyst for real-time job creation and retention. The public sector can make a bigger impact, though, by building the human capital infrastructure that...
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The Public Manager
Serving the Customer and Federal Workforce
Monday, June 15, 2015
Customer service—or citizen service as it is called in many agencies—is a hot button topic in the federal government that isn’t going away any time soon.This issue also tackles many...
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The Public Manager
Streamlining Government Services in the Digital Age
Monday, June 15, 2015
A recent report, “Serving Citizens,” the Partnership for Public Service and Accenture highlighted examples of the amazing things government can achieve when leaders work across...
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The Public Manager
Are You REDI?
Monday, June 15, 2015
In early March 2015, the Office of Personnel Management (OPM) released the REDI Roadmap, a comprehensive, data-driven strategy to help the federal government attract, develop, and retain a...
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The Public Manager
The Linchpins of Leadership
Monday, June 15, 2015
Successful leadership relies heavily on three factors that are only loosely tied to the five ECQs: trust, credibility, and respect, which I call the “linchpins of success.” These linchpins,...
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The Public Manager
Chief Management Officer for the DoD: Does It Matter?
Monday, June 15, 2015
CMO implementation is an ongoing process in DoD, but the fundamental structures and management agendas have taken shape and early accomplishments by the DoD’s CMO organizations are visible....
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The Public Manager
360 Feedback: From Insight to Improvement
Monday, June 15, 2015
With increasing frequency, 360-degree feedback is being used for diverse purposes in the public sector, including executive coaching, performance evaluation, talent management, and...
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The Public Manager
The Public Manager: The Next Generation
Monday, June 15, 2015
In September, The Public Manager will debut as a monthly, digital magazine that can be read on the device of your choice—phone, tablet, or desktop computer. The Public Manager will be a...
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The Public Manager
Anyone Can Attain Power
Monday, June 15, 2015
As you pursue power, you must be deliberate, thoughtful, and focused in your engagements and interactions with others. It is critical to understand the elemental importance of mastery (...
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The Public Manager
Improving Engagement Using the Languages of Appreciation
Monday, June 15, 2015
The 5 Languages of Appreciation in the Workplace suggests acts of appreciation that managers can use to engage employees. Based on Gary Chapman’s New York Times bestseller, ...
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The Public Manager
Making Public Procurement Strategic
Monday, June 15, 2015
How can government make public procurement more strategic? The issue of strategic procurement goes much deeper than a discussion of how to purchase equipment and supplies more intelligently...
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The Public Manager
Diversity and Inclusion Is an Agency Imperative
Monday, June 15, 2015
To truly reap the rewards of the rich diversity within the federal workforce, agency leaders must assess how their employees experience inclusion. The assessment must include a deep dive on...
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The Public Manager
What Really Engages the Federal Workforce?
Monday, June 15, 2015
Is there anything well-intentioned public managers can do to engage those they lead to expend their discretionary energy toward achieving organizational purposes, even when very real...
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The Public Manager
Using Customer Feedback Proactively
Monday, June 15, 2015
Debra Holland shows how the IRS is using customer feedback proactively. The Customer Early Warning System, non-existent before 2012, has helped millions of taxpayers, saved IRS and partner...
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The Public Manager
Can We Fix the GS Position Classification System?
Monday, June 15, 2015
The federal General Schedule (GS) rank-in-position classification system has been criticized for decades. Its complexity frustrates federal managers and confuses employees. Friction between...
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The Public Manager
Apps Kickstart Civic Engagement
Monday, June 15, 2015
Civic apps run the gamut, from conducting specific transactions to disaster recovery support to an insider’s view of agency missions—with more apps being added every day. 
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The Public Manager
Applying Design Thinking to Citizen Service
Monday, June 15, 2015
Kelly Marie Smith and Lisa Gross write about design thinking, and how to apply it serving customer needs. Design thinking uses design research, an immersive and intensive observation of...
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