The CX Tipping Point®
The CX Tipping Point® Podcast was launched to increase the awareness of how the business discipline of customer experience can improve the delivery of government services. How can we leverage the best practices in the commercial industry within the constraints of government. We are bringing you the only podcast focused on improving the experience that citizens, businesses and governments have when interacting, engaging and transacting with the government.
The CX Tipping Point®
EP 38 - Using the Levers of Government to Drive Improved Performance featuring Robert Shea & Adam Hughes
In this episode of The CX Tipping Point, Martha Dorris spoke to Robert Shea and Adam Hughes of a new consultancy called GovNavigators. Robert is the co-founder and Chief Executive Officer and Adam is a co-founder and President. Using their decades of experience and expertise in government management and driving improved performance, Robert and Adam shared how agencies should:
- Focus on outcomes
- Be motivated by mission
- Move funding to what matters
- Use the customers’ to inform improvements
- Connect the learning agenda with the customer experience and performance agendas
Policy guidance and legislation such as Section 280 of OMB Circular A-11 and the Foundations for Evidence Based Policymaking can drive improvements for the future as well.
Robert can be contacted at Rshea@govnavigators.com and Adam can be contacted at adam@govnavigators.com.
Their newsletter is available here.
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