|
As shown in Figure 5, there are four basic steps in the value creation
process: (1) understanding customer requirements, (2) exploring areas for
improvement, (3) defining possible solutions, and (4) prioritizing
opportunities. This process demands that the Department, its customers, and
other organizations serving the same customers work together to identify
service requirements and approaches. To achieve this critical cooperation, the
Department must establish an improved dialogue with its customers and develop
partnerships with other entities in the value network. This integrated effort
will result in plans to proceed with identified solutions and, ultimately,
sustained value for DOL customers.
Figure 6 presents the approach the Department will use to improve
customer value. Based on the categorization of customers and the value creation
process identified above, the Department will—
- Conduct a customer interaction audit by mapping all customer
interaction points and types
- Conduct a customer information audit to determine what information
customers require and to improve the Department’s ability to deliver
it.
These activities will lead to the development of customer service plans
that identify DOL’s customers, how they interact with the Department, the
nature of the customer relationship, who in the Department is responsible for
managing the relationship, the plan for managing data and information, customer
satisfaction levels, and plans for improving customer service. These customer
service plans will provide a basis for DOL’s future technology investment
decisions.
MEASURING CUSTOMER SUPPORT SERVICE PERFORMANCE
The Department is committed to results-oriented
government—government that is focused on performance rather than on
process. From the E-Government perspective, this means engaging the customer in
the determination of how well the Department has performed.
To the greatest extent possible, DOL will apply private sector customer
service principles, including—
- Online surveying of customers to determine the kind and quality of
services they want and their level of satisfaction with existing services
Figure 6. Improving Customer Value
|
