In “When Citizens Are Your Customers”, an article featured this month in McKinsey Quarterly, authors Sebastien Katch and Tim Morse discuss how a US federal agency used noncontroversial metrics (customer satisfaction scores) to improve service levels where resources were limited.

Katch and Morse demonstrate that by using “satisfaction curves” to identify service breakpoints, levels at which delays made customer satisfaction drop significantly, the agency was able to establish performance targets that reflected these breakpoints. By monitoring metrics that correlated with the breakpoints, in this case the time required to close a service request, the agency could adjust the allocation of resources between service channels to optimize customer satisfaction.

Government agencies using AMANDA 5 can use the AMANDA Executive Monitor module to achieve similar results. Executive Monitor provides a real-time view of metrics in a user-friendly, dashboard format. In addition, the Alerts feature in Executive Monitor provides notification when metrics indicate a threshold (breakpoint) is being approached, and can also be set to automatically start resolving the issue by initiating a workflow process, sending an email or even creating a Folder.

Read more about Executive Monitor.

Read the McKinsey Quarterly article (requires free registration).