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3 <br /> <br />9) First, who are our customers? (we have both internal and external) <br />a) Those that we regulate (contact) and those that we protect (no contact) <br />b) Most of our customers are “hostages.” They did not choose us. <br />c) Customer loyalty is not the issue. <br />d) So the perception has been (and may still be for some state agencies), who cares if <br />the hostages are happy? <br />e) The public sector has historically been focused on capturing the cooperation of often <br />involuntary customers. <br />10) So what is "Customer Service" particularly as it relates to State government and DWR? <br />a) The public sector generally operates in a monopoly marketplace (for example, we <br />have no private competitors for water administration), but there is no reason to act <br />like one. <br />b) But in the public sector, our emphasis has to be on efficacy (i.e., to produce a <br />desired result or effect) – customer success <br />c) Customers care most about outcomes no matter if it is public or private <br />d) So are customers satisfied? Another euphemism for elegance -The Art of Diplomacy. <br />e) We must recognize that customer satisfaction is a means and not an end. <br />f) We strive for customer satisfaction not only because it feels good, but because it <br />helps us achieve our “profit.” <br />g) Our profit in government is not measured in dollars but in the outcomes we are here <br />to achieve (We have prepared a 2011 Strategic Plan that is posted on our website). <br />h) So we ask ourselves, what is the service that we provide? What are our products? <br />What facilitates production? <br />i) Our investors, the taxpayers, invest in our agencies to maximize ROI. They want the <br />most of these outcomes possible with the smallest possible investment – just like <br />private-sector investors. (this is the efficiency) <br />j) Customer satisfaction efforts should be about helping our customers be successful. <br />(this is being effective) <br />k) What is success? To complete a well permit, to be in compliance with well permit, <br />decree, or SWSP. To construct and maintain safe wells and dams. <br />l) I believe our customers generally recognize the state’s role and the importance of <br />our agency. But they want it to be easy to understand, to be consistent and to be <br />fair. Herein lies the challenge. <br />11) How do we get there? Or, how do we stay there? <br />a) Need to be proactive-government generally operates in a reactionary mode. I have <br />learned putting off an easy thing makes it hard. But Putting off a hard thing makes it <br />impossible.