HighPoint Global’s John Loughlin: Agencies Need ‘Balanced Scorecard’ to Measure Citizen Experience Performance
John 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†[…] More