5 must-have reporting tool requirements to improve service and results
Connecting state and local government leaders
Reporting tools should provide critical insights into a government operation, continually facilitate and support change management and be regularly re-evaluated for effectiveness.
Government agencies that are mindful of the public trust seek to be efficient and accountable. But many fail to ask the most basic questions to make that happen: Are public dollars being well spent? Are we tracking the right data points? What does success look like, and what will it take to reach our goals?
These questions must be fully answered to ensure accountability, drive measurable progress and properly inform the public. Knowing which data points to track can also enable better decision-making related to constituent communication strategies -- for example, determining the best time to send a reminder notification about an outstanding fine or fee or choosing the communication channel that will likely yield the highest level of success for a particular type of account/debt/case.
More government compliance and technology leaders are underscoring the importance of using data to achieve operational excellence. Relevant, reliable, ongoing reporting is vital to long-term operational success because it keeps staff on track while revealing issues requiring attention and individual employees in need of help.
The value of reporting to government teams, constituents and taxpayers is clear. But choosing a reporting solution from among the many available today can be challenging. How can agencies know which solution is the best fit for their particular needs?
Be sure to start with these five must-have requirements.
1. Comprehensive web access. A reporting tool should freely transmit data to the right people in the format that offers the most value. Look for simple functionality that allows easy web access and usability for those who are outside of the organization or do not typically pull reports. Neither C-level executives nor the general public should require user licenses to access the data they need.
2. A user-friendly experience. A useful reporting tool should be intuitive enough that users can easily glean insights. While the platform should have a detailed overview and track the ins and outs of every aspect of the agency, it should also offer full-featured reporting without a challenging learning experience for implementers and end users. Any user with basic technical knowledge should be able to create dashboards and pull reports with ease.
3. Varied data sources. For the sake of credibility, data pulled for reporting should come from multiple sources within the system. As an example, costs are likely stored within one area of the back-end system and recovery rates or receipts within another.
4. Visible dashboards. A high-quality reporting tool allows users to create graphs and for a robust and informative dashboard. Dashboards provide an easy-to-access, user-friendly way to gauge progress and identify problems and potential solutions at a glance, in real time. Just as a picture is worth a thousand words, a dashboard could be worth thousands of dollars in terms of improved efficiencies, compliance efforts and public service.
5. Outstanding customer support. The final key requirement, but arguably the most important, is exceptional customer support. Users should have a direct line to an experienced, responsive support team who can understand agency systems of record and provide usable templates. Agencies may find it challenging to get the necessary training, support and essential product improvements from larger service providers. A smaller organization, with people dedicated to knowing and optimizing client operations front to back, can be easier to partner with.
Agency leaders dedicated to maintaining the public trust, improving constituent service and meeting organizational objectives, must have the right reporting tool that puts the right information in the right hands. If agencies keep these five must-have requirements in mind during their search, they'll find exactly what they need -- and be one step closer to instituting positive, transformational change.
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