Plumbing provides an apt metaphor for the processes of government: Behind the walls and under the floors of government agencies are a complex system of pipes that customers must navigate. These pipes are rarely short and straight. Rather, over time they have become kinked up, twisted, gummed up messes. Resource shortages and growing demand puts extraordinary pressure on the pipes; pressure felt by workers, executives, elected officials, and taxpayers. And in the extreme cases, pipes burst with catastrophic consequences.
So how do we get more capacity? Go faster. At least 80% faster, which is typically what our clients achieve. How can you do the vital work of your organization 80% faster? Straighten the pipes. A short, straight pipe moves water faster than a long, kinked up pipe. If the water moves faster, more water gets through. The most precious resource in government is your people’s capacity to do good. When the people in system, working together with those affected by the system, come together to create a better system, magic happens.