Many state agencies in the states we visited regularly survey customers about service quality and efficiency in order to improve services. An important performance indicator of agency success is the level of customer satisfaction with its services. The Internet presents states with a tremendous opportunity to engage more citizens in the formulation and discussion of important issues. Technical Breakthroughs Once policymakers and government agencies adopt a results orientation, they recognize in a much more immediate and practical way that outcomes are the result of activities undertaken by numerous parties. New and advanced information systems enable states to address the complex factors shaping outcomes, recognizing that desired outcomes may be affected by multiple program activities.
Information systems can now link data across agency divisions and across agencies.
For example, the Minnesota Department of Human Services developed its Executive Information System, a data warehouse that links databases from health care, welfare, child support, and, in the future, social services programs. The department has also begun sharing data with the Department of Economic Security to provide access to data on employment and wages. Improving accountability by adding accountability for results and accomplishments instead of accountability only for compliance with the law or technical efficiency. Enhancing the effectiveness of service contracting by using performance and incentive contracts in which rewards are related in part to the contractor's ability to achieve specified customer-oriented outcomes. Permitting increased flexibility to service managers in a responsible way by providing accountability on outcomes in exchange for greater flexibility in such activities as use of funds, as well as purchasing and personnel decisions.