State government in Ohio has taken to heart the notion of customers and our responsibility to meet customer needs. Every agency has in place some effort to identify customer needs. Every agency is also looking at how to use technology to better meet customer needs. Much progress has been made on that score, and it is clearly a priority of Governor Taft. The agency uses its website for customer comments, questions, and feedback.
Customers can also file an electronic form for eligibility determination.
They now have established baseline data, and improvement teams are busy improving at least one process in each of 30 program areas. The results are being used to identify improvement opportunities. Customer focus has become the way we do business. After benchmarking with the State of Virginia, department leaders formed a team of labor and management members representing several divisions of the department to design and implement Ohio's first customer service centers.