An Open Letter to
December 9, 1998
When President Clinton asked me to lead an effort to reinvent
government more than five years ago, I asked you to help. I asked you to
find and fix the problems and to build on the successful programs that
were already underway.
As part of our effort, we have been measuring customer satisfaction
and business results. We have recently measured employee satisfaction. The
National Partnership for Reinventing Government, in partnership with the
Office of Personnel Management, Merit Systems Protection Board, and the
Federal Aviation Administration, sent a survey to 34,000 randomly-selected
employees. Almost 14,000 responded. I am pleased to report that
- 75 percent said their organization had service goals aimed
at meeting customer expectations.
- 65 percent said supervisors supported employees' family and
personal life responsibilities.
- 62 percent said their organizations respected and valued
differences among individuals.
- 60 percent said a spirit of cooperation and teamwork existed
in their work unit.
- 62 percent said they are satisfied with their jobs.
In those organizations that make reinvention a priority, there was
strong agreement that agencies are putting customers first and empowering
However, certain areas demand improvement. Only about one-third of
those surveyed said their organizations make reinvention a priority,
reward creativity and innovation, or take corrective actions when
employees fail to perform adequately. Only 25 percent said management and
unions work cooperatively.
You will find the full results of the federal employee survey on the
NPR website at
Clearly, the survey shows that reinvention works, but we have a long
way to go. Experience in the private sector shows that large-scale
organizational change takes many years. I plan to meet with agency
officials and I have asked NPR to help agencies take their next steps in
creating a government that works better, costs less, and delivers results
that Americans care about.
President Clinton and I are proud of what you have achieved. Working
together we will restore the faith of the American people in their
government. Thank you for your fine work.