How to Radically Improve Public Sector Efficiency by Aligning to Successful Outcomes

The content discusses the importance of customer-centric business models and the role of process professionals in enhancing customer experiences. Companies like Amazon, Apple, and Zappos exemplify customer-centric practices. The Certified Process Professional (CPP) qualification equips individuals with skills to drive customer-focused changes, crucial for success in today’s market.

See the full 5-minute video here: https://youtu.be/pfVgLkhsh-I

Summary

IOWA partnered with a training and consulting firm, and engaged Iowa’s agency directors to assess agency missions, funding, staffing, and effectiveness, while benchmarking Iowa against other organisations.

Highlights

  • 🤝 Partnership: Collaborated with an outside firm to leverage expertise.
  • 🏛️ Agency Involvement: Engaged agency directors and staff early in the process.
  • ❓ Accountability: Asked challenging questions to foster accountability and drive change.
  • 🎯 Core Missions: Evaluated the core missions of each agency for clarity and focus.
  • 💰 Funding Analysis: Investigated how each agency is funded to ensure financial efficiency.
  • 🔍 Benchmarking: Compared Iowa’s agencies against neighboring states for best practices.
  • ⚖️ Structure Comparison: Analyzed agency structures to identify duplication and misalignment.

Key Insights

  • 🔗 Collaboration Drives Success: Partnering with external experts can bring fresh perspectives and specialized knowledge, essential for radical improvements in efficiency.
  • 🏢 Engagement is Critical: Involving agency directors from the start fosters ownership and commitment to the initiative, leading to more sustainable changes.
  • 🔎 Hard Questions Matter: Challenging the status quo and asking tough questions can reveal inefficiencies and spark necessary transformations within agencies.
  • 📊 Mission Clarity: Understanding and clarifying the core mission of each agency is vital for aligning resources and efforts towards successful outcomes.
  • 💸 Funding Awareness: Analyzing how agencies are funded can uncover opportunities for reallocation and better resource management.
  • 🌍 Benchmarking for Improvement: Comparing Iowa’s performance with similar states can identify strengths and weaknesses, guiding targeted improvements.
  • 🔄 Eliminating Duplication: Assessing agency structures helps identify overlapping functions, allowing for streamlined processes and improved service delivery.

Frequently Asked Questions Related to the Underpinning CEMMethod®

  1. What is CEMMethod®? How does the CEMMethod® help? The CEMMethod® is a comprehensive approach that aims to improve customer experiences by aligning all aspects of an organization with customer needs and experiences.

    It helps by:
    > Lowering costs, increasing revenues, and improving service through the Triple Crown approach.
    > Utilizing tools like the Successful Customer Outcome Canvas (SCOC) and the Outside-In Strategic Matrix (OISM) to identify and prioritize key customer outcomes.
  2. Implementation Challenges: Common challenges organizations face when implementing the CEMMethod® include:
    > Integrating the method with existing processes and systems effectively and efficiently.
    > Ensuring that the focus remains on customer needs and experiences while addressing internal processes.
  3. Measuring Success: Enterprises measure the success and effectiveness of the CEMMethod® by:
    > Assessing the impact on key outcomes such as lower costs, higher revenues, and improved service.
    > Evaluating the efficacy of techniques and approaches in real-world applications and their alignment with customer needs.
    • Integration with Existing Systems: The CEMMethod® can be integrated with existing enterprise systems and processes by:
      > Aligning with AI, digitization, and machine learning for significant cost reductions and revenue uplift.
      > Adapting the portfolio of techniques and approaches to suit all circumstances, ensuring rigorous dashboards focused Outside-In.

      For more detailed information and practical applications, you can explore the resources and guides available on the CEMMethod®.

Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience and process transformation who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote talks and books (twelve published).

Through the CEMMethod®, now in version 15, he and the BPG affiliates help companies win the triple crown 👑 —the simultaneous ability to Grow Revenue, Reduce Costs, and Improve service.

With over four decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX and Process teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.

Steve is also an entrepreneur and an early-stage investor in innovative software companies.

Subscribe to this channel and reach out and connect with Steve via https://linktr.ee/stevetowers