The word ‘bureaucracy’ does not conjure warm, fuzzy feelings for most people; in fact, it’s often considered a dirty word. In government, it seems inevitable. Many larger agencies would not run effectively without hierarchy and rigid structure, which often presents a frustrating set of challenges.
David Paschane, Organizational Architect at the Department of Veterans Affairs and an Associate Research Professor at UMBC, recently brought this issue to the attention of the GovLoop community and pondered why bureaucratization happens in the first place. Keep reading →
Six Essential Elements to Government Customer Service
By Wendi Pomerance BrickPresident Obama recently issued a Presidential Executive Order to all federal agencies to streamline processes and improve customer satisfaction with plans due to the Office of Management and Budget by this October.
How exactly do we improve customer satisfaction in government agencies? Great service in government is harder to provide and sustain than it is in private industry. Keep reading →