Extreme Government Makeover: Increasing Our Capacity to Do More Good by Miller Ken

Author:Miller, Ken [Miller, Ken]
Language: eng
Format: epub
Publisher: Governing Books
Published: 2011-04-11T16:00:00+00:00

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Turning Down Call Volume

Sometimes, getting off the crazy cycle works even better than anticipated. I once worked with a tax agency that had worked out a radical process redesign allowing them to deliver tax refunds 80 percent faster. T heir plan was to reduce the number of calls from angry customers by completing the process so quickly that citizens never had a chance to call in the first place. If you got your refund before you ever had a chance to wonder where it was, you’d never call, and the agency could actually focus on its work.

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