The C!A™ team is comprised of former government employees with decades of combined experience at all levels of government operations. C!A staff have a deep understanding of government processes and experience working with state and county agencies, their local offices, and the associated federal agencies.
Led by Ken Miller, Blake Shaw, and Leo Ribas, our award-winning change agents have big ideas that we use to fundamentally change your culture by changing minds and fixing systems. Our people are accomplished consultants and gifted speakers with an intense focus on relationships and results.
Ken Miller, Founder
Ken Miller is the founder of the Change & Innovation Agency, a firm dedicated to increasing government’s capacity to do more good. Ken has worked with amazing people in the most difficult environments to tackle the big issues facing government today.
Ken was the Deputy Director of the Missouri Department of Revenue, where he was part of a transformation effort that reduced the time to issue tax refunds by 80% (fastest in the nation) at less cost and cut wait times in motor vehicle offices by half. The agency received a State Quality Award – one of only a handful of government agencies in the country to receive such a distinction. Ken was then named Director of Performance Improvement for Missouri State Government, one of only two states to receive an A grade from GOVERNING for Managing for Results.
Ken, named one of the country’s top change agents by Fast Company magazine, is the author of three books: “Extreme Government Makeover: Increasing Our Capacity To Do More Good,” “We Don’t Make Widgets: Overcoming the Myths That Keep Government From Radically Improving,” and “The Change Agent’s Guide to Radical Improvement.” He has also written numerous articles and columns on how to improve the performance of government.
Blake Shaw, Senior Partner
In early 2000, Blake Shaw found himself submerged in human services. From his position in the Missouri Governor’s office, Blake oversaw the improvement efforts of social services, mental health, and senior services. Watching demand continue to rise and budgets continually fall, Blake abandoned legislative and policy strategies for a more hands-on tactic.
By challenging the assumptions of the entire industry and reengaging customers, front-line staff, and advocacy groups, Blake has been able to find the most innovative solutions to our most pressing problems, and get results unequalled by new laws, new policies, and new technology.
In 2003, Blake left the public sector to become a senior partner with the Change & Innovation Agency, with the vision of transforming government service delivery across the country. Since then, he has taught thousands of public servants the key to real improvements through his interactive training workshops, team facilitation, and writings.
Leo Ribas, Consulting Partner/Director of Consulting Services
Leo Ribas has a personal and professional passion for human services and an immense appreciation for the people of government and their commitment to ensure families gain access to basic needs and hope for a better tomorrow. He began his career with the Washington State Department of Social and Health Services (DSHS) as an eligibility worker and served in various direct service, policy, and leadership positions in the state.
As the Director for Community Services, Leo managed Washington State’s public assistance system (60 field offices, 3,000 staff) providing Medicaid and other safety net services to more than 1.5 million Washingtonians. Leo earned a reputation as a valued partner with the federal government, state legislature, and community stakeholders to set innovative direction for anti-poverty/hunger programs. Leo spearheaded the business process redesign (BPR) efforts to transform the delivery of programs while improving performance, placing customers’ needs at the center of the reforms, and removing unnecessary steps for staff. This effort accomplished new levels of productivity, performance, and cost savings in Washington State.
In 2010, Leo left the public sector to join the Change & Innovation Agency with the vision of using his passion and skills to transform government service delivery across the country. Since then, he has led, or is currently working on, BPR efforts in more than 30% of the states in the nation including Texas, Arizona, Nevada, Colorado, Hawaii, South Carolina, Kansas, Rhode Island, Vermont, Connecticut, and Alaska. The work in these states is transforming the delivery of human services by challenging industry assumptions and reengaging customers, front-line staff, and advocacy groups. Leo has been able to find the most innovative solutions to the most pressing problem facing government today: the need to increase capacity to manage workload growth and policy changes.
Sean Toole, Child Welfare Lead
With a focus on developing long term relationships based on trust and a desire to challenge the status quo, Sean was influential in developing early analytics, mobility, and enterprise case management tools for clients in Texas, New York, Georgia, Kansas, Florida, Iowa, Nebraska and elsewhere around the country to deliver lasting change.
At Change and Innovation, Sean focuses on delivering significant improvements for Child Welfare agencies through capacity development and exploration of new automated insight tools to better serve families and improve outcomes for children in care.
Brian Elms, Innovation Practice Lead
Brian is a Lean Black Belt, a certified Six Sigma Green Belt, and a Change Management Professional. In his prior role as Director of the Peak Academy, he developed curriculum, training, and consulting services that focus on employee-led performance management and continuous improvement. Since its inception in 2012, Peak Academy initiatives have saved the City and County of Denver more than $25 million and the Academy has provided training to more than 5,500 public and nonprofit professionals.
Brian joined the Change & Innovation Agency to focus on creating employee-driven innovation programs around the country. He is currently working with multiple cities to launch programs and establish meaningful innovation programs that improve the lives of employees and their clients.
Carl Medley, Technical Support
Carl Medley has 18+ years of experience in delivering customer-focused service and solutions. He has been involved in business process redesign (BPR)/process management implementation in the states of Texas, Alaska, Arizona, Hawaii, Vermont, Kansas, Illinois, and Connecticut, playing the roles of trainer, facilitator, and consultant. Carl has nearly two decades of experience in information systems, including design, development, integration, operations, maintenance, and data analysis, which uniquely positions him to oversee the systems designed to successfully sustain process management.
Bill Bott, Consulting Partner
Bill Bott started his career in public service volunteering at an Air Force Youth Center, but quickly found himself submersed in the world of government improvement initiatives. A survivor of TQM, Zero Defects, and Six Sigma, Bill has dedicated his professional life to helping make elements of these square pegs fit into the round holes that make up the work we do.
In 1999, he left the federal government and went to work for the State of Missouri, and in his time there worked with some amazing people who saved the state more than half a billion dollars in real costs in less than 10 years. Best known for his work consolidating the IT functions and staff in the state, he was recognized as a GOVERNING Public Official of the Year in 2007, and one of Government Technology’s 2008 Doers, Dreamers, and Drivers. He also received accolades from the American Business Awards for his innovative approach to IT management, and was chosen to represent the United States as a young leader by the American Council on Germany.
Bill joined the Change & Innovation Agency in 2009 and now works with public servants across the country. A regular speaker on IT consolidation and project management, his message of true process improvement before automation is a frequent theme in his writings and in his workshops.
Rochelle Brazier, Consulting Partner
Bill McCracken, Consulting Partner
Brian Donohoe, Consulting Partner
Brian Donohoe brought more than 20 years of business process experience to the Change & Innovation Agency when he joined the team in 2009. Since that time, Brian has facilitated business process redesign (BPR) initiatives in eight states and the District of Columbia. He is the former Program Manager for Alaska’s Public Assistance Quality Assessment Group, and was the state’s Change Management Lead for its first integrated Enterprise Resource Planning (ERP) System. Brian re-engineered Alaska’s SNAP Quality Control culture, leading the state to achieve high performance bonuses three years in a row. Brian is truly passionate about organizational excellence, and excels in handling field management challenges with communication, soft-skills training, and leadership development.
Veronica Bossack, Consulting Partner
Jacky Beshar, Change Agent
Leona Hodges, Change Agent
Reginald Wright, Consulting Partner
Suzi Stott, Consulting Partner
As a full-time Consulting Partner with the Change & Innovation Agency, she has expanded her impact through business process redesign (BPR) assessment, planning, and implementation activities in six additional states, and has conducted management academies across the country to share her passion with hundreds of government leaders.
Clint Brooks, Consulting Partner
Since joining the Change & Innovation Agency, Clint has worked on business process redesign projects in Alaska, Colorado, Hawaii, Nevada, Texas, South Carolina, and Washington, D.C. While working with these states, Clint has been able to partner with staff from all levels of government to find practical solutions to real problems and help agencies increase their capacity to do more good.
Jennifer Ellerman, Consulting Partner
Larry Lee, Consulting Partner
Larry Lee has dedicated his life’s work to public service. After serving a distinguished career in the United States Air Force, he began his 20+ year career in human services working for the State of Nevada Division of Welfare and Supportive Services (DWSS). During his tenure with the state, he held various positions, each with increasing responsibility in both child support enforcement and Medicaid and other social safety net programs.
Beginning in 2011, Larry managed the Business Process Redesign (BPR) effort for DWSS and served as team lead. As a result of the BPR effort and with Larry’s guidance, DWSS made significant improvements. Despite a doubling caseload in a two-year period, SNAP timeliness improved from 73% to 98% with no negative impact to quality.
Larry is committed to innovation and process improvement. In 2018, he joined the Change & Innovation Agency team to help clients across the country adopt and fully implement BPR efforts, so that they, too, can increase their capacity to do more good.