A Capacity Crisis Risks Implementation of Family First
Only by addressing the capacity crisis up front, before changing practice, can the goals of Family First be achieved. At Change...
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.
What to do with the ‘Flo’s’ of Child Protection
If the work made passionate people act like Flo on the TV series “Alice,” then the work can bring them back.
Learn About Lean and Other Management Fads from Texts
A text message conversation about how once management fads fade, the best concepts remain.
What Citizens Really Want
Above all else, citizens want results. When they don’t get them, they morph into selfish people.
Epic Technology Failures
There are many, but tracking software — which various government agencies make use of every day – is one of the biggest.
A TV-Inspired New Year’s Resolution for Improving Government Services
Reality TV reveals the problems with government services, but how do we fix them?
Improving Government Management: Time to Get Radical
Stop thinking about the work involved in a given task, and start thinking about everything else.
A Broken Record
HR is not the solution because people are not the problem.