Dan Chenok, Director, IBM Center for the Business of Government
Good customer service is just one of President Barack Obama's 15 cross-agency priority goals for agency managers in 2015. Dan Chenok is executive director of the...
Good customer service is just one of President Barack Obama’s 15 cross-agency priority goals for agency managers in 2015. Dan Chenok is executive director of the IBM Center for the Business of Government. In his Top 3 for 2015, he tells In Depth with Francis Rose about the expectations agencies will have to provide top notch customer service.
Dan Chenok’s Top 3 for 2015
- Citizen Service: With increasing expectations of citizens as customers in their private lives comes increasing expectations of government to provide good services. The administration’s cross-agency priority goals on customer service and related initiatives from ACT-IAC and other good government organizations will focus activity on improving agency performance in this critical area where government touches the citizen.
- Cybersecurity and acquisition: As attention continues to grow on the importance of cybersecurity and how agencies leverage the Internet and IT for programs and services, the focus on cyber as a key for acquisition will grow. The administration’s activities will continue to flow from the Executive Order on cybersecurity that led to the recent GSA-DoD report.This will be linked to secure and interoperable information sharing and identity management. Recent cyber events in the news will heighten awareness and bring attention to this vitally important issue.
- Innovation becomes a link to transformation: Many agencies have started innovation activities, and the IBM Center issued two recent reports on how to make this growing trend more impactful and sustainable. The administration established two notable new offices last year to find innovative ways in how agencies deliver IT to support effective program operations, OMB’s Digital Service and GSA’s 18F. To make innovation sustainable beyond its initial rewards, agencies will seek and focus on ways to link innovation with longer-term transformation. They’ll also lock in initial gains in efficiency and effectiveness over the long term.
In our special radio report, Top 3 for 2015, federal experts tell In Depth host Francis Rose what top three concepts, trends or priorities they believe will be important in 2015.
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