Human Service Agencies across the country are grappling with a new wave of customers seeking support—many for the first time—due to the COVID-19 health crisis and subsequent economic downturn.
When tasked with returning to normal, government innovators must respond with a forceful no. We should take this opportunity to permanently transform our services, transactions and regulatory systems.
Every work system has its point of constraint, and that's the place to focus on to increase the organization's capacity. You're only as good as your weakest link.