Business Process Redesign
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 [...]
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?
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.
Performance Improvement
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.