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accountability achieve agency's analysis Analyst Telephone applying a balanced areas balanced measures Balanced Scorecard balanced set benchmarking best practices budget business plan business results buy-in communities of practice Coral Springs core team create customer service customer surveys customers and employees customers and stakeholders data collection Department of Veterans developed Director E-mail employee and customer employee satisfaction established family of measures feedback focus Government Performance GPRA identify improvement initiatives input integrated intranet Lawrence Seaway Management leader leadership mission Missouri National Partnership Natural Resources Canada number of measures Office organization's organizational partners Partnership for Reinventing Patricia Ingraham performance data performance management performance planning perspective private sector public sector organizations Reinventing Government responsibility Results Act Seaway Management Corporation set of measures strategic goals strategic management U.S. Coast Guard U.S. Postal Service Veterans Affairs Veterans Benefits Administration Veterans Health Administration Website