Leadership and Customer Service in the Public Sector

Hand Held Magnifying Glass over the word Service Isolated

Does customer service really matter in the public sector? Isn’t the act of working in the public sector the fulfillment of service? Not in the eyes of the taxpayer, according to the latest report from the American Customer Satisfaction Index (ACSI).

In its 2014 report, the ACSI identifies that “Americans are less satisfied with services of the U.S. federal government for a second consecutive year, as citizen satisfaction recedes 2.6% to an ACSI score of 64.4 (scale of 0 to 100).  Overall, the services of the federal government continue to deliver a level of customer satisfaction below the private sector, and the downturn this year exacerbates the difference. Among more than 40 industries covered by the ACSI, only Internet service providers have a lower score.”

There is, and should be, an expectation that customer service be delivered in the public sector in a way that at least meets, or more preferably, exceeds, the expectations of the American public.

With the American public expecting service comparable to what they receive in the private sector, how do our public sector agencies ensure that they meet expectations?  Leadership and employee engagement are the critical elements that develop a culture and spirit of service.

Research conducted by The Ken Blanchard Companies found a strong relationship between leadership practices, employee work passion, and customer service scores.  Better leadership practices—at a strategic and operational level—lead to higher levels of employee work passion and customer satisfaction.

Strategic Leadership and Operational Leadership

From a leadership perspective, resources in the form of information and resources to do one’s job must be allocated. That is, the workforce is only as good as the tools they have to perform their roles.

Strategic leadership defines the imperatives for everyone in the organization. It is the what that provides the key relationships and metrics needed to ensure that all units follow the same strategy. Examples of strategic leadership include vision, culture, and the declaration of strategic imperatives.

Operational leadership practices provide the how in the organization. This enables departments and employees to understand how they specifically contribute to organization success. They are the procedures and policies that clarify how each unit will achieve the overall strategy.

For instance, extraordinary client service cannot be delivered unless appropriate response times are established and communicated to those responsible for delivering service. Response time can be defined in minutes or days, but an operational definition must be developed and communicated so that the appropriate workforce understands the expectation, trends can be measured, and corrective actions can be implemented as necessary.

But that is only half the job. Defining service goals is a somewhat useless exercise unless a passion exists to deliver on the goal. This passion must be fostered and nurtured by agency leadership. Rather than a culture where the workforce sees the act of responding to public inquiries as drudgery, leadership must create an environment where there is a passion for service.

This requires specialized knowledge—but many leaders have never learned how to create this vision and passion for service.  They are not naturally focused on or committed to building a customer service ethic. It’s not because they lack desire—it’s because they lack know-how.

A great place to start exploring how leadership can impact service is through the white papers: The Leadership Profit Chain, Leadership Purpose Chain in Government Agencies, and Employee Work Passion: Connecting the Dots.

For more information on how The Ken Blanchard Companies helps organizations and agencies define, promote, and deliver on a culture of outstanding service, visit www.kenblanchard.com/government

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3 Ways to Create a More Inclusive Work Environment

Businesswoman Working At Desk With Meeting In BackgroundPeople don’t show up to work as robots—they are human beings with hearts, minds, and feelings. Today’s leaders must be adept at recognizing and embracing psychological needs, especially as they relate to performance and engagement.

How do leaders accomplish this? The answer can be found in the latest research on employee work passion and the factors that contribute to it

It is a given that employees are motivated in some way. Their motivation might not always align with desired behavior and outcomes, but it is there. To channel employee energy toward larger agency goals, leaders have to embrace tools and techniques that address common needs that people bring to any work environment, including desires for collaboration, connectedness, and an opportunity to influence decisions that impact their work.

Here are three ways to get started:

  1. Include employees in the planning process. Seek employee perspectives on how to execute agency mission. For instance, how can administrators include front line personnel in developing customer care strategies?
  1. Ask people for their opinion. Doing so in a genuine way is an easy, no cost way to create passion and a sense of ownership toward the success of any initiative.
  1. Share information. Sharing senior leaders’ viewpoints as well as progress toward objectives is another low cost method that promotes inclusion.

Individuals are more committed when they know and have some say in the direction of the agency. Think of it this way: would you like to be told where you will spend your vacation, or would you prefer to be given options, information on each option, and a chance to participate in the decision process?

Information and a corresponding participatory process create more commitment, engagement, and passion than a directive decision process. By considering ways to increase inclusiveness, collaboration, and connectedness, leaders can take their first steps toward creating a more passionate and engaging work environment for their people.

For more information (and access to research) on how The Ken Blanchard Companies helps agency leaders develop motivational strategies that directly support employee work passion, please visit www.kenblanchard.com/

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Moving from Employee Engagement to Employee Work Passion: 3 Key Ideas and Resources to Help You Get Started

Next Level LeadershipOnce an individual in an official manager role recognizes there is more to do than simply manage the activity of others, a great opportunity exists to take leadership to a next level—by creating employee work passion.

While often seen as comparable to the generic idea of employee engagement, employee work passion is actually a carefully identified construct. It is about leaders creating a work environment where direct reports perform at a high level, apply discretionary effort as needed, stay with an organization, recommend the organization to others, and act as good corporate citizens. This is an important distinction and one that has garnered The Ken Blanchard Companies recent awards for excellence in research and cutting edge application.*

Blanchard’s core research has identified 12 work environment factors that lead to intentions by employees to perform in a positive manner. The research has also identified the individual process employees go through in determining whether any specific work environment is deserving of their best efforts. This is the missing ingredient in so many of today’s engagement initiatives—and a major reason for the lack of improvement after their implementation.

Leaders looking to improve engagement scores in their organizations can learn from Blanchard’s research findings. Here are three key takeaways.

  1. Evaluate your present work environment. Review Blanchard’s 12 Employee Work Passion Factors. Consider what you could do as a leader to enhance your work environment in each area. If you are a senior leader, think about how your agency promotes and supports larger culture initiatives and how leadership training can develop and support leaders at all levels.
  2. Understand the personal nature of employee engagement. Recognize ways that each employee is unique. Engage in conversations with employees about their experiences in each of the 12 areas. Take the time to learn more about individual work styles, the manner in which direct reports choose to receive feedback, and how they prefer to be supported in the completion of work activities. Adjust as necessary.
  3. See leadership as a partnership. Work together with employees to make necessary changes. The good news is that partnering with them will signal that you value their agenda as much as your own. This alone will help build connectedness, credibility, respect and commitment. People who perceive their manager to be “others-focused” tend to score higher in each of the employee work passion intentions.

Employees appreciate working for a manager who has their best interests at heart. When managers value both results and people, they put the needs, desires, and effectiveness of their teams ahead of any personal agenda. Agency leadership must begin to acknowledge that how people feel about the way they are treated and managed is a key component to long-term success. This treatment is an integral part of the relationships that are established, built, and maintained by leaders at all levels.

For more information on improving employee work passion in your department or agency, be sure to download The Ken Blanchard Companies’ government-focused four page overview which looks specifically at increasing levels of employee work passion in a government agency setting. It’s available for immediate download at the government section of the Blanchard website. For complete access to all Blanchard research, please visit the Blanchard research archives.

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*Shuck, B., Ghosh, R., Zigarmi, D., and Nimon, K. 2013. “The Jingle Jangle of Employee Engagement: Further Exploration of the Emerging Construct and Implications for Workplace Learning and Performance.” Human Resource Development Review. Volume 14, issue 1, pages 11–35.

*Zigarmi, D., Nimon, K., Houson, D., Witt, D., and Diehl, J. 2012. “The Work Intention Inventory: Initial Evidence of Construct Validity.” Journal of Business Administration Research. Volume 1, issue 1, pages 13–23.

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Perceptions, Intentions, and Performance: 3 Focus Areas for Leaders

Do the positive or negative attitudes and intentions of an agency’s employees impact that agency’s ability to achieve its goals? The answer is yes, of course.

Research by The Ken Blanchard Companies shows that employees are constantly appraising their work experiences—and that their intent to stay, use discretionary effort, perform at a high level, endorse the organization, and be good organizational citizens translates into behaviors that can be positive or negative.

Employee intentions can also influence the opinions of others—especially in the case of a disgruntled employee who, through social media or other channels, expresses negative views. When that happens, one individual’s pessimistic attitude can shape the intentions of many other prospective employees, potentially resulting in their being negatively influenced about joining the federal government workforce.

Blanchard’s ongoing research into employee work passion has identified 12 factors that influence employee perceptions of whether or not a specific work environment is deserving of their loyalty and best effort. These factors can be grouped into three broad categories.

Job factors. These include Meaningful Work, Autonomy, Task Variety, and Workload Balance. This area should be fairly straightforward and achievable for government agencies. While much debate has existed about the size of the government workforce and corresponding budgets, there is minimal argument about the significance of the work. Individual autonomy—when earned—is in everyone’s best interest. Leaders need to learn how to empower and delegate while also having in place an appropriate check and balance system to prevent errors and catastrophic failures. Task variety is also important. Leaders should be well versed in how to minimize repetitive tasks when making assignments. Workload balance also needs to be factored in to avoid employee burnout.

Organizational factors. These address fairness—both Distributive Justice, having to do with pay, and Procedural Justice, which involves decision making. Performance Expectations and Growth opportunities are also under this category. Employees want to know that compensation and decision making are fair. Leaders can demonstrate fairness by ensuring that merit increases, career growth, and performance evaluation processes are as transparent as possible. Another important driver in this category is the degree to which information is shared. Leaders need to err on the side of openness whenever possible, to ensure there is a steady flow of information sharing.

Relationship factors. These look at how connected employees are with their colleagues and also with their leaders. This is basic leadership, and involves the degree to which leaders are visibly and actively connecting to their teams with regular communication. Many employees, especially those that are salaried, spend a majority of their waking hours working. Developing relationships is critical to creating a sense of Connectedness (both with Colleagues and Leader.) Feedback and Collaboration also play a role. Leaders can enhance a sense of connectedness by demonstrating an interest in their teams, encouraging collaboration, and providing feedback. This can be accomplished in a relatively simple way by inquiring about tasks at hand and their progress, discussing resources that might be needed to perform the work, and generating ideas for continuous improvement.

Perceptions, Intentions, and Performance

Don’t let negative employee intentions undermine your agency’s culture and performance. When leaders understand and act on employee perceptions and intentions, overall engagement and productivity will improve. To learn more about The Ken Blanchard Companies’ research in this area, and how this information has helped private and public sector clients develop leadership practices that foster positive employee intentions, visit Blanchard’s research page.

 

 

 

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Federal Employee Engagement: Who is Responsible?

Accountable Stamp in red ink assigning credit or blame to the peWho should be held accountable for employee engagement in the federal workspace? Many different arguments and perspectives surface when this question is posed. Recently, the White House, the GAO, Cabinet leaders, the SES community, and direct managers have all been mentioned.

But in some ways, it is a misleading question.  Engagement is addressed best when there is a collaborative accountability.  Collaborative, or joint, accountability ensures that resources necessary to support engagement initiatives are planned for and allocated, targets are set, and managers are provided with refresher and advanced skills training needed to manage and lead daily activities.

While it might be a radical paradigm shift with respect to the current situation, it would make perfect sense to design and deploy a check and balance system of accountability. Such an approach would be consistent with the principles of government that hold the three branches of government accountable to one another. In the instance of engagement, this check and balance system should ensure that frontline managers to SES staff are held accountable only if budget authorizations are approved in a timely manner, and that such budgets make provisions for training leaders in improving employee engagement on a continuous basis.

Assuming that the budget authorization and allocation process provides for the necessary tools and techniques to appropriately and adequately lead and manage engagement efforts, there must be some consequence associated with not driving and achieving higher levels of engagement.

That seems to be where the current conversation is headed. However,  in a joint accountability scenario the following would need to be in place:

Set a Baseline: With the introduction of consequences, a baseline must be established that would represent a starting point upon which improvement must be made. A timeframe would also need to be set.  In our experience at The Ken Blanchard Companies, a two-year cycle would be an equitable timeframe that would give managers an opportunity to influence engagement outcomes.

Provide Training: A proven skill-building program that provides insights into key drivers of engagement can help focus the application of tools and techniques. This would allow agency managers to concentrate on specific interventions proven to influence engagement scores. The idea here is something new that goes beyond the standard satisfaction survey approach of the past. Knowing where employees draw their energy and passion from and how to address it is essential to focusing time and energy.

Measure Results: When we reference consequence, there has to be a tangible byproduct. One that has certainly captured a lot of attention recently has been indexing agency leader compensation to engagement scores.  However, in the spirit of the two-year cycle (or window) for improvement, only the second year of the cycle would connect pay to engagement outcomes. This will provide the time to work through the responsibility, motivation, and attention all parties need to explore resources, budget, execution, and outcomes.

In working with organizations large and small in the government and private sectors, The Ken Blanchard Companies has found that a collaborative effort, where strategic and operational leaders work together, generates the best results.  Employee engagement is a big issue.  Plans, alone, won’t fix it.  Accountability, alone, won’t fix it.  Only collaborative efforts will generate the long-term, sustainable results that everyone is looking for.

 

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Why Work? Moving from Compliance to Commitment

Diverse Business People on a MeetingWhy do people work?  Thinking beyond the basics (health insurance, income to meet obligations, etc.) is crucial for any agency leader looking to develop initiatives designed to improve engagement and productivity.

Asking why helps leaders identify ways to move from compliance to commitment.  When that occurs, individuals and teams will put forth extra effort to achieve desired outcomes, contribute to continuous improvement efforts, and anticipate actions that will prevent undesired consequences.

Here are three methods for sparking a vested interest in your agency’s mission and moving individuals beyond compliance. (And they don’t require any incremental costs beyond fiscal year budgets!)

  1. Give employees a voice.

When employees feel as if they have a voice in how things get done, a vested interest is created. This vested interest builds commitment and a desire to exercise discretionary effort.  Focus groups are a good place to start—they provide a forum for employees to respond to a basic framing question: “What’s working well and what’s not?”  Be sure to create a safe harbor of anonymity where employees know their ideas and constructive feedback will not be met with punishment.  Also, make sure that focus group ideas are acknowledged and acted upon.

  1. Use action learning projects.

Appoint teams to address potential solutions. In this context, requesting a team of individual contributors to explore options demonstrates that other views and opinions count and can make a difference. Moreover, individuals who normally do not work together can have an opportunity to collaborate and build connections across departments. A corresponding benefit is that the selection of individuals for these teams can be treated as a form of recognition.

  1. Create process improvement teams.

Launch a practice by which individuals can recommend changes. This practice will generate excitement about shaping agency practices and demonstrate that going beyond compliance can be rewarding. This is a place where a proven methodology such as Six Sigma can provide structure and a proven framework to ensure constructive channeling.

Empower Your People to Identify, Solve, and Recommend

When employees are asked to explore options, provide solutions, and recommend action steps, they become an extension of leadership and are increasingly engaged in agency decision making and success. Don’t miss the opportunity to inject a healthy dose of empowerment into your work environment. Give people an opportunity to contribute in ways beyond the basic need to work.  You’ll be surprised at the difference it can make in turning a compliance mentality into commitment.

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High Performance Cultures: The Role of Leadership

Senior Leader In Office With Her ColleaguesA true high performing culture provides an agency with its single greatest source of operational advantage and probability of achieving agency mission. It is no coincidence that the White House’s most recent budget contains language specifically connecting engagement to agency performance.

“…an employee’s investment in the mission of their organization is closely related to the organization’s overall performance. Engaged employees display greater dedication, persistence, and effort in their work, and better serve their customers—whether they are consumers or taxpayers.”

Appropriately, the 2016 budget for the Office of Personnel Management (OPM) contains $66 million for leadership development, recognizing that agency leaders can enhance and leverage this expenditure by focusing on key areas such as:

Development of self. Individual contributors need to know how to provide feedback to their leaders, contribute to collaborative efforts, and constructively problem solve, and also must understand how agency values guide desired outcomes.

Development of first time leaders. Transitioning from an individual contributor to a leader of others is a critical shift.  More often than not, individuals making this transition have not had prior training and development in this regard.

Continuous improvement training. As leaders advance to more progressive and expanded levels of responsibility, additional training will improve the capacity to drive the necessary elements of culture into workforce behaviors and outcomes. This will be of vital importance as the quantity of direct reports and overall responsibility expands both horizontally and vertically.

Culture as the Glue to Performance

The Federal Employee Viewpoint Survey (FEVS) contains several statements correlating culture and leadership to performance:

  • “I am constantly looking for ways to do my job better”
  • “I am held accountable for achieving results”
  • “Employees are recognized for providing high quality products and services”
  • “My agency is successful at accomplishing its mission”
  • “My supervisor listens to what I have to say”
  • “Managers promote communication among different work units” (For example, communication about projects, goals, needed resources, etc.)

This sampling of FEVS statements illustrates the importance culture plays in defining and driving performance. For example, questions about recognition highlight the importance of using agency values as a way to recognize desired behaviors that support the agency’s mission.

When cultures are well defined and preserved, there is a direct correlation to performance.  For leaders looking for ways to get started, here are six initial steps.

  1. Know what winning looks like. Agencies must define acceptable standards of performance and critical success factors, develop metrics to track progress, and embrace gap closure plans.
  1. Look outside as well as inside. While focusing on internal operations and policies is important, agencies must also adapt to external situations and influences to be a high performing organization.
  1. Think and act like an owner. Agency leadership must ensure that individuals at all levels take full responsibility for their behaviors and actions while embracing personal accountability for development and results.
  1. Commit to individuals. When investments are made to develop individuals and when performance is recognized, the workforce is engaged and committed to achieving maximum performance.
  1. Spread the courage to innovate. Maximum performance requires continuous improvement by developing systems for receiving input on how to enhance outcomes.
  1. Build trust through transparency. Performance is improved when the workforce understands leadership’s intent. When data about policy, direction, and performance is openly shared with healthy debate about decision making, a higher level of vested interest results.

To improve employee engagement and performance, focus on the large and small day-to-day ways your culture can be shaped.  And don’t underestimate the role leaders play in that equation.

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