Adaptive Leadership: Streamlining Processes Before Automation
Before you automate, consider these simple steps to speed up how your work gets done.
Never Get Behind Again: Old Thinking Through a New Lens
Break free of backlog by focusing on one-day timeliness.
One and Done: The Strategy and Measures You Need to Make Your Call Center Work
In the face of increased customer demand and decreased resources, many human service agencies have turned to call centers in the hopes of serving more customers at less cost. What these agencies are quickly discovering is that phone centers actually drive up costs while killing employee and customer satisfaction at the exact same time. How [...]
The Unintended Consequences of Improvement
Sometimes when we make reforms, government jobs get better too.
CYA is Killing Kids
Agencies’ tendency to add more rules (and thus work) every time something bad happens prevents child protection workers from doing everything they can to keep kids safe.
Epic Technology Failures
There are many, but tracking software — which various government agencies make use of every day – is one of the biggest.
The Scariest Four Words in Government
In the public sector, there's one phrase that's downright bone-chilling.
Doing More With Less? It’s a Pipe Dream.
All the challenges in government management share the same basic cause: a capacity problem.
Process Management – They Speak for Themselves
There have been many questions from program administrators on process management work at a time when state agency capacities remain stagnant while demand for public assistance continues to increase.
A Broken Record
HR is not the solution because people are not the problem.