in Industry News, News
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