We use metrics and feedback to guide our work, focus resources, and ensure accountability and transparency. This approach supports a culture of continuous improvement.
Three Strategic Goals
The plan outlines three goals:
Goal 1 – Continually advance our partnerships and systems to improve customer service and accessibility
Goal 2 – Implement a framework for organizational improvement to increase efficiency and effectiveness
Goal 3 – Foster and inclusive and fair work environment where employees feel valued and supported
After setting strategic goals, OED’s leadership team identified four success measures to align with these goals. The next section explains these success measures and the initiatives that drive progress towards our goals.
Success Measure #1: Customer Service Quality
Customers expect more from their government as they experience more frictionless interactions in their everyday consumer experiences with businesses. Frustrating experiences with government services are often time-consuming for the customer, erodes their trust in government, and decreases employee engagement. Additionally, vulnerable populations and historically marginalized communities are disproportionately impacted by process bottlenecks or friction points as they have fewer resources or alternatives to mitigate impacts. Reorienting service delivery around the customer experience rather than agency operations or policies can help resolve these issues.
Success Measure #2: Timely Service Delivery
Providing timely support is essential to customer service, and OED is committed to being responsive and efficient. Agency leaders will track meaningful metrics, assess customer feedback, and engage in collaborative problem solving to regularly assess performance and make improvements.
Success Measure #3: Operational Alignment
OED’s organizational improvement framework addresses two main components of agency operations. The first is routine work and core processes that have the greatest opportunity for improving customer service and increasing efficiency. The second component involves supporting breakthrough initiatives that aim to develop new skills and make significant improvements to existing work processes. The framework leverages data and metrics to support alignment, accountability, and continuous improvement. OED will implement regular reviews and feedback loops to evaluate progress and adjust strategies. The agency also strives to empower staff, engage in proactive planning and reflection, and support meaningful change.
Success Measure #4: Staff Engagement
OED recognizes the importance of creating a supportive workplace where staff feel valued and encouraged. A positive and inclusive workplace fosters greater employee satisfaction, improves teamwork, and promotes diversity of thought, which can lead to more creative problem-solving and better decision-making. From a customer-service perspective, engagement boosts staff retention and motivation and improves internal communication which enhances service delivery. From a recruitment standpoint, a positive work environment strengthens OED’s reputation, both internally and externally, and attracts top talent to the agency.