The following are the most requested articles written by Ken Miller, the founder of Change & Innovation Agency.

• The Dark Side of Accountability
• A Mold Epidemic in Government
• Change Anyway

The following articles are written by Blake Shaw, a senior partner at the Change & Innovation Agency.

• The Case for Process Management
  These last two years have tested the capacity of our SNAP offices nationwide.

• 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.

The following articles are written by Leo Ribas, a partner at the Change & Innovation Agency.

• 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 strategies and measures you need to make your call center work.

The following articles originally appeared on Governing.com

• 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.

• 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?

• Fear and Loathing in Chicago
  Management lessons from the teachers’ strike.

The following articles are shared here with permission from the original publisher:

• SNAP Benefits Could Help Cut Health Care Costs, According to New Research (Route Fifty)
  States might be more interested in making SNAP participation as easy as possible if they thought of the program as not just a tool to combat hunger, but also as a strategy to offset Medicaid budgets.