Managing Expectations

posted by Josh Goodman

from Governing's Managing Technology Conference in Seattle

When I worked at the Big Belly Deli, I had a philosophy when someone called in a carry-out order. I'd always lean toward overestimating the time that it would take to make a sandwich (telling the caller 20 minutes when I thought it would take 15), rather than underestimating the time. I figured that customers are never grouchy when their food is ready early, only when it's late.

I'm glad to find out that the same philosophy is alive and well in state government. The state of Washington has become the first state to develop an enhanced driver's license (complete with RFID, etc.) that doubles as a passport.

Since it takes a rigorous documentation check to get an EDL, you can't get one the day you apply. The state tells applicants that it will take two weeks for the EDL to arrive. However, Liz Luce, the director of the Department of Licensing, confided that often it takes just one week.

Comments

[Deborah Johnson]

I'm trying to convince the USPS of this very thing. I shipped snorkel gear to myself c/o my hotel prior to a recent vacation. Given the stated turnaround time, it should've gotten there; but it didn't arrive until after I'd returned home. (Fortunately, we were able to locate it, and it should now be on its way back to me.) The individual workers in the nearest post office said it typically takes 4-6 weeks; the state-level person said about 3 weeks (it was one day shy) but the "official" system says 7-12 days. It is this system that every other PO in the US accesses for information, so they're all telling their customers 7-12 days. I would much rather have heard an accurate answer that reflected more days' delivery time than an inaccurate answer showing a shorter delivery time. The Postal Service needs to learn the "Big Belly Deli" experience!