Guidebooks: Performance, Strategy, and Budget

Customer Experience Measurement Guidebook

The Customer Experience Measurement Guidebook is an overview of how the County establishes a comprehensive approach to measuring customer experience.

It works to bring the voice of the customer to County operations through the following:

Detailing the use of customer persona development
Customer journey mapping
Survey administration
Action planning

The guidebook is part of the County’s commitment to creating a customer-centric culture and service. It seeks to put the needs of residents, employees, and organizations first.

Included in the guide

Customer Mapping Journey Template
Customer Empathy Map Template
Sample Survey
Sample Scorecard

For more information, contact

Brittany Carter, Performance and Strategy Analyst

Office of Performance, Strategy, and Budget

Email. Bcarter@kingcounty.gov

Phone: 206-263-3324

Tier Board and Rounding Guidebook

Download the guidebook (5.5MB)

The Tier Board and Rounding Guidebook is an overview of the following:

How the County applies visual management tools (tier boards) and management review sessions (roundings)
How the County advances use-of-performance measures and strategy deployment
How the County advances a unified management system

The County continues to develop its lean-informed performance management approach. Learn more at the Government Finance Officers Association Materials Library

The guidebook is an introduction for staff responsible for building and maintaining tier boards in their departments.