Gaming the System
How the misuse of data impedes innovation
CCWIS – A Call to Action to Increase Capacity
There are several key opportunities to include in your complete plan for CCWIS implementation to drive improved outcomes and increase capacity.
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.
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.
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.
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.