HighPoint Global's John Loughlin: Agencies Need “˜Balanced Scorecard' to Measure Citizen Experience Performance

HighPoint Global's John Loughlin: Agencies Need “˜Balanced Scorecard' to Measure Citizen Experience Performance - top government contractors - best government contracting eventJohn Loughlin, director of business insights at HighPoint Global, has said government agencies should implement a “balanced scorecard“ to measure performance in their efforts to build up citizen experience and satisfaction with government services.

Loughlin wrote in a Federal News Radio commentary piece published Monday that such a scorecard works to divide “critical performance measures“ that include customer experience, production, cost, quality and people development.

He called on agency leaders to consider each component of the scorecard when it comes to assessing their agencies' citizen experience performance.

Loughlin also cited various sources of data that comprise the scorecard's components and those include citizen surveys, web analytic data, customer relationship management platforms, employee feedback, operational data and social media monitoring.

“The makeup of the data is just as strategic as the scorecard itself; internal performance measures should be considered alongside external performance measures, or how citizens feel about the services being provided,“ Loughlin wrote.

He also urged agencies to conduct a root cause analysis in addition to gathering feedback in order to determine potential approaches to address issues related to citizen satisfaction.

You may also be interested in...

Gray Eagle ER UAS

General Atomics Demos Gray Eagle UAS for JTAC Operations

General Atomics’ aeronautical systems business assessed how the Gray Eagle Extended Range unmanned aircraft system could help advance sensor-to-shooter capabilities during a technology demonstration in late April at Yuma Proving Grounds in Arizona. A joint terminal attack controller captured the sensor field of regard, video and aircraft location using an Android Team Awareness Kit and digitally transmitted ‘call for fires’ on various targets by controlling the electro-optical/infrared sensor aboard the Gray Eagle platform during the April 23 demo.

Booz Allen Hamilton

Booz Allen Signs Up for Global Radio Network Access Consortium

Booz Allen Hamilton has become one of the industry members of the O-RAN Alliance, which promotes interoperability and openness in radio access network architectures. The company said Thursday it will support the RAN industry's efforts to integrate and secure networks through membership in the global consortium.

Box

Box to Provide HHS With Cloud Content Management Platform

The Department of Health and Human Services will use a Box Inc.-developed cloud content management technology in an effort to ensure security and privacy of sensitive information during health services delivery and to identify new ways to work in the cloud.