Proactive Voice of the Customer Model - Using Customer Data to Improve Performance

About the Program

Category: County Administration and Management (Best in Category)

Year: 2017

Organizational Performance Management (OPM) is at the center of our organizational change, providing critical leadership and guidance to the organization on strategic and business planning, performance management, and enterprise wide process streamlining to improve operational effectiveness and efficiency. OPM deploys a range of strategic activities designed to analyze, measure and adjust aspects of individual and organizational performance through management controls, processes, and procedures of various types. At the start of FY2016, OPM deployed the Proactive Voice of the Customer Model as a data-driven approach to identify and even anticipate customer needs, address them in the most effective and efficient way, and to inform decisions around prioritizing maintenance and capital project funding. This structure promotes greater awareness, allows the organization to remain nimble, and enables a rapid response to emerging and changing needs and circumstances. The Proactive Voice of the Customer Model allows us to listen to our customers, through thousands of data points coming in each month by way of the Customer Service Division. Targeted feedback from our annual Citizen Surveys, live Citizen/Stakeholder sessions, and various other voice of the customer initiatives and tools are also used throughout the organization to support voice of the customer initiatives. Using the information from Customer Service, the Performance Development Division (PDD), identifies trends, issues, and opportunities for improvement. Our Training & Development Division (T&D), along with the PDD, provides the solutions, specific process improvements, and standard operating procedures to address the issues. T&D and the Public Information Office (PIO) proactively educate and inform customers through numerous online and print tools and technologies. Deployment of this model has resulted in a more customer-centric culture where we actively look to understand the needs of our customers through what they are telling us directly and indirectly with their feedback, questions, and concerns.