Should the federal government be more like Disney when delivering its customer service experiences? Greg Godbout, the chief technology officer at the Environmental Protection Agency, suggests as much when he keynoted an AFCEA roundtable in Bethesda a couple weeks ago. According to Federal Times, he told the audience how Walt Disney World delivers a seamlessRead… Read more »
You know that song you just can’t get out of your head? I am looking at you Uptown Funk – your melody, your beat, the radio’s insistence you play every three minutes – you are the song that just never ends. Government has a similar infectious drumbeat right now, one that just won’t go onRead… Read more »
In the 1990s, a new model of governance emerged – Reinventing Government. This model was rooted in private sector entrepreneurial approaches and market-like incentives. A new model – dubbed “New Power” – has emerged in the 2010s. Reinventing Government was organized around ten values, such as government being catalytic, community-owned, competitive, etc. Today, a newRead… Read more »
The selection of the next Secretary of Defense is in the headlines. But there’s a new senior-level Defense position that will be important in coming years, and who is appointed will matter. Years ago, career executive David O. “Doc” Cooke was informally called the “Mayor of the Pentagon.” He was responsible for the internal administrationRead… Read more »
I’ve found myself banging on a lot recently at events and other engagements about pretty much the same stuff. It’s what organisations need to do to grasp the digital opportunity – but which isn’t about actual tools on the internet. At least, not just about that. Embedded below is the first attempt I have madeRead… Read more »
The rise of Accountable Care Organizations (ACOs) specifically presents a unique opportunity to reinvent the relationship between the delivery system and community health, and to develop and implement sustainable business models that integrate the common agenda of medicine and public health. The triple aim of decreased costs, improved quality, and better population health further heightenRead… Read more »
One method of teaching is the use of negative examples. To get my important point across to top management, I will turn to some real life examples. The first not-so-successful example was a financial services firm with thousands of employees. It started down the path to adopting an inclusive approach to improving operations that wouldRead… Read more »
8 or 9 organizations out of 10 embarking on a major transformation efforts fail to get the results they should. Overcoming Barriers to Organizational Transformation Take away these key learnings about the Barriers to Organizational Transformation – ~ Top 10 Reasons for Failure in Continuous Improvement ~ The 4 Main Barriers to Organizational Improvement ~Read… Read more »
The question isn’t about whether individuals are “essential” or not. The question behind the shutdown is about whether the government has the legal right to spend money. It isn’t a mistake that our government has fumbled the right to spend money. It isn’t trivial that our government can’t agree with one another enough to setRead… Read more »
Sometimes my summer reading list takes unanticipated paths. . . . Here are some highlights from an older report from the UK that feels like it could have been written today! In 2002, British academic Jake Chapman wrote a paper for Demos, a UK think tank, entitled: “System Failure: Why Governments Must Learn to ThinkRead… Read more »