Public Agency Performance Management for Improved Service Delivery in the Digital Age: Case Study

Customer expectations for government services have changed significantly in the past decade, at the same time as technology, especially social media, has transformed how agencies interact with their customers and deliver services. These transformed expectations and interactions have created a perception gap about service delivery and are challenging agencies to respond quicker, be more transparent about programs and processes, and provide a better overall customer experience. This article uses the District Department of Transportation (DDOT) in the District of Columbia as a case study of how one agency developed a strategy to address this perception gap. The strategy is based on a three pronged approach: rebalancing the workload to be less reactive, reducing the amount of reactive work and the amount coming in through customer calls by adopting proactive measures, and rapidly responding to service requests. The strategy was implemented through a series of initiatives including business process enhancements through the infusion of technology, adopting a data-based decision making approach, innovative contracting, smart asset management, and a better aligned communication strategy and proactive customer outreach. DDOT saw positive outcomes as a result of these initiatives, including reduced service requests, more proactive work, quicker response times, and overall increase in customer satisfaction.