Good customer relations management involves a two-way process — making sure that customers are consulted as well as targeted. In fact, it is far more likely that a vendor will hit the target if consumer input is part of the marketing process. Two recent surveys have taken the measure of the ultimate federal agency information technology consumer: the chief information officer and IT operations personnel. Generally, they support the reforms, but their responses show that implementing reforms at the deployment stage is more difficult than simply issuing directives.
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Making Federal IT Reforms Easier Said Than Done
Posted by: John K. Higgins July 10, 2012 05:00 AMGood customer relations management involves a two-way process — making sure that customers are consulted as well as targeted. In fact, it is far more likely that a vendor will hit the target if consumer input is part of the marketing process. Two recent surveys have taken the measure of the ultimate federal agency information technology consumer: the chief information officer and IT operations personnel. Generally, they support the reforms, but their responses show that implementing reforms at the deployment stage is more difficult than simply issuing directives.