Applying the American Customer Satisfaction Index (ACSI) Technology to the Management of Government Services: Rationale, Rigor and Results
The purpose of this paper is to provide the reader with an overview of how the ACSI technology as delivered by CFI Group meets the performance measurement requirements of the GPRA and improves the management and delivery of government services to citizens and customers.
This is accomplished in four parts:
- The paper begins with a discussion of the rationale behind the need for citizen-centered performance measurements. This is done by briefly reviewing the GPRA mandate for a citizen-centered performance measurement approach; the kinds of objectives performance measurement programs can help government organizations achieve; and the characteristics of quality performance measurement data.
- Next the paper describes the methodology used by CFI Group to harness the power of the ACSI technology. This section focuses on highlighting the critical elements of the methodology that provides highly accurate measurement coupled with sensitive diagnostic and powerful prognostic capability. This section is accompanied by a comparison of the ACSI technology base with some of the more common alternative methodologies offered by competing firms. The material is conceptual in nature and does not require an indepth knowledge of statistics to understand.
- Finally the paper concludes by summarizing the benefits that government users of the technology can realize. This is supported by a compendium of case studies that illustrate many of the points made throughout the paper.
- The paper also includes detailed technical appendices that provide in-depth discussions of the ACSI technology as it is implemented by CFI Group.