Reengineering to capture the customer's voice

Business process reengineering (BPR) is slowly garnering momentum in the public sector. This management strategy is in line with total quality management and aims to organize around outcomes. Although federal agencies may find BPR expensive, focusing on processes rather than functions and departments seems more practical and effective, given the prevailing challenges in customer service.
The proof of reengineering is not in changing the way things work, it is in making change work. At the Mark Twain National Forest, customers used to wait 30 days [...]