ASQ - Government Division

Excellence in Customer Service: Lean Management in the State of Georgia

Abstract: In January 2006, Governor Sonny Perdue expressed his vision for Georgia to have the best customer service of any state in the nation. Since then, the Governor’s Office of Customer Service has been working toward making this vision a reality and changing the way government performs. An important part of this transformation is the focus on providing faster services for citizens. By employing lean concepts and strong project management practices, OCS has introduced rapid process improvement to more than 3,500 state employees in 10 divisions from four separate state agencies to improve citizen experiences with state services ranging from Medicaid benefits and motor vehicle titles to academic advising on college campuses. Understand how lean methods form one piece of the puzzle for continuously improving the quality of government services

Keywords: Webinar

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