Accountability and Performance Update – September 13-19, 2021

A Framework for Customer-Focused Leadership in Government

Partnership for Public Service

To deliver results and restore public trust in government, federal employees need to lead with a customer focus. . . This report outlines what those approaches look like—with specific examples of how leaders have employed them.

Americans’ View of Government: Low Trust, but Some Positive Performance Ratings

Pew Research Center

Just 20 percent of U.S. adults say they trust the government in Washington to “do the right things” most of the time.  Yet majorities in both parties say the federal government should play a major role on public health, the economy, and other areas.

When PerformanceStat Comes to the State Legislature


A New Mexico legislative committee is believed to be the first to try the management approach in a lawmaking context. It’s an effort that bears watching, and some lessons are being learned.

A New Culture of Engagement: Insight & Data-Driven Decisions

What does it mean to create agility in public engagement and using a unified approach? How do you adjust the culture of engagement to accelerate trust-building, efficiency, effectiveness, and true data-driven decision making?

States and the Fiscal Experiment Flowing from Washington


Despite predictions that COVID-19 would crush state tax revenues, most of them didn’t need megabillions in pandemic aid to balance their budgets. But for the most part they seem to be spending the money wisely.

Putting Evidence to Use

Stanford Social Innovation Review

Research does no good if its insights are irrelevant or not applied. Ensuring that evidence influences policy requires developing the right ecosystem and levers for accountability.

Transforming Service to Veterans: How I Pursued Performance Excellence at the Veterans Benefits Administration in the U.S. Department of Veterans Affairs

Paul Lawrence

Transforming Service to Veterans presents Lawrence’s journey from a business executive to political appointee charged with providing benefits to Veterans and implementing high-profile Veteran-focused legislation. He describes how he and his executive team assessed VBA’s performance, identified problems and solutions, and determined an effective path forward. A key part of his work was hands-on management and a relentless focus on performance improvement.

Webinar:  How Are Innovative Cities Using American Rescue Plan Act Funds? Sept 21, 2 p.m. (Eastern)

Results for America

How are cities using funds t address local challenges with data and evidence? Speakers include head of the White House ARP Implementation Team and director of the White House Office of Intergovernmental Affairs along with three mayors.

Resource of the Week:  The Center for Accountability, Modernization, and Innovation

Provides thought leadership designed to help government work better for the American people via partnerships that drive innovation in and enhance the performance of federally funded public assistance programs, while also improving the quality of service to beneficiaries.

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