These are interesting times for CIOs in the Federal sector. Budgets are going down and demands are rising as mission customers are increasingly aware of how technology can impact their mission performance. Many CIOs have turned to philosophy ... customer engagement philosophy that is. CIOs are wrestling with:
- how should their OCIO engage its customer base
- how should they measure customer satisfaction
- how should their organization be configured to best serve mission customers?
The Department of Housing and Urban Development (HUD) is leading the way with its re-organization focused on mission customer engagement. There are at least 4 other Agencies learning from HUD and moving in similar directions. Exciting times for customer service and customer relationship management (not the software kind)!