Improving Government Services: State of Michigan Case Study

As baby boomers inch closer to retirement, the government services that they rely upon are starting to feel the strain: delays, backlogs, and errors can be common. But one government office, the State of Michigan's Office of Retirement services, decided to do something about it by taking a customer-centric approach to process improvement and has achieved remarkable results. In this Process Perspectives interview, Tim McCormick, Director of Customer Services at State of Michigan's Office of R... To continue reading this story Click Here