Ken Mullins



How to Improve Customer Satisfaction with Government Services

“Government managers must learn from what is working in the private sector and apply these best practices to deliver services better, faster, and at lower cost.”  – Barack Obama (upon releasing Executive Order 13571--Streamlining Service Delivery and Improving Customer Service) Despite the...

Balanced Scorecard: A Model for Improving Government Performance

Untitled Document “People and their managers are working so hard to be sure things are done right, that they hardly have time to decide if they are doing the right things.” – Stephen Covey If you’ve ever tried to keep scorecards for a high school baseball team, which I did for a couple of years...

Shared Services: A Model for Achieving Government Efficiencies

“I think many [agencies] would greatly benefit from a top-to-bottom efficiency analysis . . . done by people who understand government. The results of such an analysis . . . can provide a menu of choices for . . . officials as they work through the real nitty-gritty issues of efficiency in...

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