Challenge. The monthly customer meetings (hereafter, “Event”) hosted by U.S. Government Financial Management organization generated sparse and irregular attendance among the target audience – extra-organization personnel responsible for budget management in their respective programs. Moreover, there didn’t seem to be any type of performance tracking by which to measure and improve performance.
Approach. As part of Event re-design [see Event re-design and management – U.S. Government Agency for details], I led a team of Financial Management organization leaders and subject-matter experts (SMEs) in designing and implementing a performance management system based on Event purpose, objectives, and performance measurement elements outlined in the Event plan. In doing so, I developed a Microsoft Excel tool used to track and report attendance data by stakeholder type, connection type, and department; designed and implemented a customer feedback mechanism (online Customer Experience Survey); and led and facilitated post-Event debriefs, including discussions of lessons learned, and reviews of attendance data, customer feedback via Customer Experience Survey, and outstanding customer service inquiries.
Results. With the implementation of an integrated, customer-centric Event performance management system, Financial Management organization leadership began to learn about and address its customers’ needs as valued and appreciated stakeholders. We’ve reviewed to-date all customer feedback during Event performance reporting and 30 – 60 – 90 Day planning meetings, and have implemented many topical and administrative requests and suggestions in subsequent Events.