Serving the American Public: Best Practices in Customer-Driven Strategic Planning by Albert R. Gore
In 1993, Pres. Clinton directed federal agencies to determine from their customers the kind & quality of the services they want. The agencies had to understand planning processes & performance, identify organizations that excel at incorporating customers expectations into their planning process, & partner with these leaders to understand why they are best. This report documents the teams findings & covers: advance planning & preparation; external & internal information; setting strategic directions; implementation: translating strategic direction into action; & performance evaluation & reporting. Glossary.