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News Release: Technical Assent Welcomes Todd Sadowski as Director of Business Development

NEWS RELEASE

Technical Assent Welcomes Todd Sadowski as Director of Business Development
The new role for the company follows a banner year in growth

Todd Sadowski

ARLINGTON, Va., November 29, 2018—Technical Assent, a leader in federal government customer experience, has hired industry veteran Todd Sadowski as the company’s first director of business development.

Todd is a client relationship executive who has supported several Service-Disabled Veteran-Owned Small Business (SDVOSB) companies during their highest growth periods. He will leverage this experience and his relationships with leading government partners to fuel sustainable growth and build new business opportunities at Technical Assent.

“We see government leaders increasingly recognizing the benefits of using customer experience to improve their program performance,” said John DiLuna, Technical Assent’s founder and CEO. “It sounds simple—design government services that people prefer to use—but there are several key factors that program managers need to get right to set the effort for success.”

The new role of business development director at Technical Assent addresses this need.

“As a member of the executive leadership team, Todd will be helping prospective clients target the correct mission problem and making sure Technical Assent and our partners are in the best position to solve it,” said DiLuna.

About Technical Assent

Technical Assent is a consultancy to the federal government that improves agencies from the bottom up—starting with customer experience. Technical Assent helps agencies design, implement, and deliver services that inspire by providing customer-experience design, solution implementation, and services management.

The company is a SDVOSB and prime contractor on the Department of Veterans Affairs flagship VECTOR contract in addition to other government-wide contract vehicles such as the GSA Professional Services Schedule. As a CMMI-SVC/3 firm, Technical Assent is committed to providing exceptional service experiences and delivering consistent results to its federal government clients.

For more information about Technical Assent, visit www.technicalassent.com and www.linkedin.com/company/technical-assent.

Media Contact

Chris Bobbitt
cbobbitt@technicalassent.com
202-904-8527

runners on starting blocks at a track to represent government performance

Top Three Government Performance Indicators Every Agency Should Measure

The business case for measuring government performance is a consistent focus area for agency leaders, as government agencies are constantly challenged to demonstrate that resources are achieving intended goals and delivering value. To successfully measure agency performance, organizations must establish clear objectives that align to these outcomes.

  • utility (fit for use)
  • warranty (fit for purpose)
  • service delivery (fit for experience)

 

Why Measuring Government Performance Is Important

Government programs exist to deliver specific outcomes in support of a function or mission. For agencies like the Department of Veterans Affairs, ongoing performance measurement is essential in demonstrating accountability of government resources towards achieving specific outcomes in health, education, disability, and memorial benefits for veterans and their families.

Agencies must continually demonstrate success in this era of unprecedented transparency; the media, watch-dog organizations, and citizens have direct insight into government performance. The public has immediate access through social media to voice complaints and to highlight experiences that were less than satisfactory. Additionally, the media is following “big government” closely and congressional interaction and testimony is being shared as part of the daily news.

As a result of this level of public oversight, leading agencies are reconsidering how they measure and communicate their value directly to customers. As such, government agencies must create a credible brand of being the best at what they do for the best value. Additionally, while it is important to know that the resources were used in accordance with the laws and regulations, it is also critically important to demonstrate that the resources are effective, efficient, and relevant to their intended customers.

Three Key Government Performance Indicators

Considering the current level of scrutiny surrounding governmental organizations, Technical Assent has partnered with numerous organizations to develop metrics platforms using key government performance indicators. In our work at the Department of Defense, we track closure of capability gaps identified on our project baseline in addition to usability. Our most recent efforts have been focused on Veterans Affairs, as VA is laser focused on producing outcomes for veterans, such as healthcare, benefits administration, and memorial services. As part of the VA transformation, however, it is equally important to improve the internal government-to-government (G2G) shared services that enable VA employees to support the mission outcomes.

To achieve the MyVA goal to Improve the Employee Experience, all VA services must mark progress, highlight areas for improvement, and demonstrate areas where the government goals and objectives of the organization are being met and exceeded. These capabilities allow VA’s leadership and stakeholders to make critical decisions that accelerate change and ensure that VA is effectively and efficiently serving American veterans and their families.

Government Performance Indicator 1: Utility

Whether a service has utility is determined by whether it solves a customer’s problem or removes a constraint. For the government, a service has utility if it is relevant to the customer need and aligned with the core mission.

Government Performance Indicator 2: Warranty

Beyond solving the customer’s problem, the value of a service is also measured on its usability. Attributes of warranty include availability, continuity, security, and capacity (enough to meet the demand). The customer defines these performance targets based on their desired quality and perceived risk. In a shared services environment, customers may pay different rates for access to different tiers of service.

Government Performance Indicator 3: Service Delivery

As the utility and warranty of services become commoditized, customer experience plays a bigger role in customers’ perceptions of value. To be clear, the “experience” in this context goes beyond the user experience (UX/UI) of your website (or, for that matter, any one technology channel). This “experience” is the sum of all interactions that a customer has with a provider across all delivery channels throughout the lifetime of that relationship. In a G2G shared service environment, customer experience acknowledges that unsatisfied customers will seek out other alternatives.

 
While all three service attributes contribute to customers’ perceptions of service quality, it is the service delivery that elevates an organization’s brand and demonstrates organizational value and credibility. Providing an authentic customer experience certainly impacts the “what” of a solution and focuses on “how” the service is being delivered as customers learn about, narrow, select, consume, and retire a service. Moreover, effective service delivery can answer the questions such as who are you and what do you do well?

How We Can Help

Technical Assent specializes in improving government performance by optimizing the customer experience. Our Service Optimization Framework generates service solutions in-line with the Government Performance and Results Modernization Act of 2010 (GPRAMA) which are measured by their utility, warranty, and service delivery. As a CMMI-SVC organization, we have formalized this capability and successfully applied our approach to identify and model the correct performance measures, analyze the results, and make recommendations for improvements along with celebrating the successes.