Submitted by rgordon on Thu, 06/18/2020 - 14:24
A 2016 Forester Research report, said that the federal government had a “Near monopoly on the worse experiences.” By 2019, its survey showed that customer experiences with federal services “remains weak and uneven,” even though the White House
Submitted by JKamensky on Mon, 06/08/2020 - 14:23
[Note: This column also appears in Washington Technology. It is the fourth in a series on how the COVID-19 crisis has changed how government works. Emily Craig and Michaela Drust, IBM, are co-authors of this column]
But will individual telework only be seen as a workaround until everyone returns to the office, or will agencies consciously decide to change how work will be done from now on, as distributed teams working from anywhere?
Submitted by JKamensky on Fri, 05/29/2020 - 08:23
Submitted by rgordon on Thu, 05/28/2020 - 10:05
When President Obama took office, it was the depth of the Great Recession and he froze pay and bonuses for the civil service to reflect the economic downturn across the country. However, the Administration undertook several efforts to improve the working environment for employees by:
Submitted by JKamensky on Tue, 05/26/2020 - 11:26
[Note: This column also appears in Washington Technology. It is the third in a series on how the COVID-19 crisis has changed how government works.]
Submitted by JKamensky on Fri, 05/22/2020 - 10:26
Submitted by rgordon on Thu, 05/21/2020 - 12:02
In early 2001, the Government Accountability Office (GAO) designated “Strategic Human Capital” as one of the federal government’s high risks for potential failure. This issue is still on its list today, even though there have been concerted efforts by subsequent presidential administrations to address the issues raised by GAO.
GAO’s concerns at the time were that agencies did not:
Submitted by JKamensky on Fri, 05/15/2020 - 07:58
Submitted by rgordon on Wed, 05/13/2020 - 16:53
But as IRS managers have found, this is an uncomfortable shift because it involves a culture change for managers. They have to trust their workers to do the right thing and empower them with the information, training, and tools to do it.
Submitted by JKamensky on Tue, 05/12/2020 - 14:48
But there’s also some pretty amazing stuff going on in federal agencies that are not directly on the pandemic response front lines – and are getting their core mission work done from home.
One of those agencies – the Veterans Benefits Administration – has even exceeded its performance targets set before the coronavirus pandemic! And at the same time, agency head Undersecretary Paul Lawrence has accelerated his personal outreach efforts to veterans via state-by-state tele-town halls where he’s connecting with tens of thousands of veterans in each state.