The criteria of Customer and Market Focus delve into how the organization seeks to understand the voice of the customers and the marketplace. The criteria also look at building customer relationships and determining customer satisfaction. Customer focus is all about understanding customer needs and expectations, using that information in daily work, and measuring customer satisfaction. Customer focus is key to improvement efforts. 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.