Understanding Change in Government for the 21st Century Governor’s Career Conference 2001 Nick Mandel, Quality Coordinator State Highway and Transportation Department

Understanding Change in Government for the 21st Century Overview of the Changes in Government Technology Information People

Overview of the Changes in Government

Technology

Information

People

Understanding Change in Government for the 21st Century Overview of the Changes in Government PARADIGM SHIFT

Understanding Change in Government for the 21st Century A PARADIGM IS A SET OF ASSUMPTIONS ABOUT REALITY – AN ACCEPTED MODEL OR PATTERN – THAT EXPLAINED THE WORLD BETTER THAN ANY OTHER SET OF ASSUMPTIONS.” From Thomas Kuhn, The Structure of Scientific Revolutions

Understanding Change in Government for the 21st Century Overview of the Changes in Government PARADIGM SHIFT Business Organizations Social Public Sector

Overview of the Changes in Government

PARADIGM SHIFT

Business

Organizations

Social

Public Sector

Understanding Change in Government for the 21st Century SOME HARMFUL PARADIGM BELIEFS Good Enough for Government Not in my Job Description We don’t have Customer’s in government

SOME HARMFUL PARADIGM BELIEFS

Good Enough for Government

Not in my Job Description

We don’t have Customer’s in government

Understanding Change in Government for the 21st Century PARADIGMS IN GOVERNMENT Stable Bureaucracies Traditional Work Processes Mediocre Services Ever-Expanding Budgets Command & Control’ Rules & Regulations

PARADIGMS IN GOVERNMENT

Stable Bureaucracies

Traditional Work Processes

Mediocre Services

Ever-Expanding Budgets

Command & Control’

Rules & Regulations

Understanding Change in Government for the 21st Century PARADIGMS IN GOVERNMENT Stable Bureaucracies Traditional Work Processes Mediocre Services Ever-Expanding Budgets Command & Control Rules & Regulations NEW PARADIGMS IN GOVERNMENT TODAY Rapid Change Information Age Technologies Public expects Quality Severe Fiscal Constraints Results

PARADIGMS IN GOVERNMENT

Stable Bureaucracies

Traditional Work Processes

Mediocre Services

Ever-Expanding Budgets

Command & Control

Rules & Regulations

NEW PARADIGMS IN GOVERNMENT TODAY

Rapid Change

Information Age Technologies

Public expects Quality

Severe Fiscal Constraints

Results

Understanding Change in Government for the 21st Century PARADIGM SHIFT Information Age Technology

PARADIGM SHIFT

Information Age Technology

Understanding Change in Government for the 21st Century Traditional Work Processes- vs. Information Age Technology We Can Now Do More with Less Less People More Powerful Technology Less Expense

Traditional Work Processes-

vs. Information Age Technology

We Can Now Do More with Less

Less People

More Powerful Technology

Less Expense

Understanding Change in Government for the 21st Century Paradigm Shift- Technology We Can Now Do More with Less EXAMPLE: IN 1900, 40 out of every 100 workers produced raw food to feed Americans. Today, 3 out of 100 workers are needed with food leftover to feed much of the world.

Understanding Change in Government for the 21st Century Information Age Technology Computers, e-mail Fax Machines Software Programs PDA’s Cell Phones Internet Access Today’s high tech tools will lead to even higher tech tools of tomorrow

Information Age Technology

Computers,

e-mail

Fax Machines

Software Programs

PDA’s

Cell Phones

Internet Access

Today’s high tech tools will lead to even higher tech tools of tomorrow

Understanding Change in Government for the 21st Century Paradigm Shift- Technology We Can Now Do More with Less Law Enforcement Personnel and I.T. Equipment

Paradigm Shift- Technology

We Can Now Do More with Less

Law Enforcement Personnel and I.T. Equipment

Understanding Change in Government for the 21st Century Paradigm Shift- Technology We Can Now Do More with Less Transportation- in New Mexico Intelligent Transportation Systems (ITS)

Understanding Change in Government for the 21st Century Paradigm Shift- Technology We Can Now Do More with Less New Jersey Environmental Regulation On- line process through customized software programs

Understanding Change in Government for the 21st Century Paradigm Shift- Technology We Can Now Do More with Less E- Commerce will become E- Government

Understanding Change in Government for the 21st Century Paradigm Shift- Technology We Can Now Do More with Less E- Government Government to Citizens Government to Regulators Government to Government Government Management

Paradigm Shift- Technology

We Can Now Do More with Less

E- Government

Government to Citizens

Government to Regulators

Government to Government

Government Management

Understanding Change in Government for the 21st Century PARADIGM SHIFT -- Information

PARADIGM SHIFT --

Information

Understanding Change in Government for the 21st Century PARADIGM SHIFT – Information Technology provides more Information

PARADIGM SHIFT – Information

Technology

provides

more

Information

Understanding Change in Government for the 21st Century PARADIGM SHIFT - Information A weekday edition of the New York Times contains more information than the average person was likely to come across in the a lifetime during the 17 th century England

PARADIGM SHIFT - Information

A weekday edition of the New York Times contains more information than the average person was likely to come across in the a lifetime during the 17 th century England

Understanding Change in Government for the 21st Century PARADIGM SHIFT - Information Information supply available to us doubles every 5 years Wealth once based on the capital now based on information & knowledge GM vs. Microsoft

PARADIGM SHIFT - Information

Information supply available to us doubles every 5 years

Wealth once based on the capital now based on information & knowledge

GM vs. Microsoft

Understanding Change in Government for the 21st Century PARADIGM SHIFT - Information Since 9.11.01 Government will be expected to “Share” information more

PARADIGM SHIFT - Information

Since 9.11.01

Government will be expected to “Share” information more

Understanding Change in Government for the 21st Century PARADIGM SHIFT - Information Since 9.11.01 Immigration Enforcement Health Data Bases Licensing and Regulation Child Health Care & Support Labor and Employment Records All between Federal, State and Local Governments

PARADIGM SHIFT - Information

Since 9.11.01

Immigration Enforcement

Health Data Bases

Licensing and Regulation

Child Health Care & Support

Labor and Employment Records

All between Federal, State and Local Governments

Understanding Change in Government for the 21st Century PARADIGM SHIFT - Information Knowledge management is the new trend in software and human resources Industrial Age, Information Age, Communications Age, and Knowledge Age

PARADIGM SHIFT - Information

Knowledge management is the new trend in software and human resources

Industrial Age,

Information Age,

Communications Age, and

Knowledge Age

Understanding Change in Government for the 21st Century PARADIGM SHIFT - Information Not the Information, but the application of that information that creates the knowledge

Understanding Change in Government for the 21st Century Government workers using technology will have information and: collecting, analyzing, structuring, storing, retrieving, updating, integrating, this information to create… Knowledge

Government workers using technology will have information and:

collecting,

analyzing,

structuring,

storing,

retrieving,

updating,

integrating, this information to create…

Knowledge

Understanding Change in Government for the 21st Century PARADIGM SHIFT - Information Not the Information but the application that creates the knowledge data + information+skills = knowledge

Understanding Change in Government for the 21st Century PARADIGM SHIFT – People Diversity Education Expectations

PARADIGM SHIFT – People

Diversity

Education

Expectations

Understanding Change in Government for the 21st Century PARADIGM SHIFT – The People We Serve Because of the Technology and Information available our customers will no longer subscribe to the “Business as Usual” method

PARADIGM SHIFT – The People We Serve

Because of the Technology and Information available our customers will no longer subscribe to the “Business as Usual” method

Understanding Change in Government for the 21st Century PARADIGM SHIFT – People “ Government needs to operate in a less autocratic way….” Steven Goldsmith, former Mayor of Indianapolis

PARADIGM SHIFT – People

“ Government needs to operate in a less autocratic way….”

Steven Goldsmith,

former Mayor of Indianapolis

Understanding Change in Government for the 21st Century PARADIGM SHIFT – People “ Citizens don’t like waiting in lines, taking off from work having to stop at a number of offices…..the ability to get the information and transact business at their own convenience makes for a happier citizen” Tim Oliver, Economic Development, Rock Island Il.

PARADIGM SHIFT – People

“ Citizens don’t like waiting in lines, taking off from work having to stop at a number of offices…..the ability to get the information and transact business at their own convenience makes for a happier citizen”

Tim Oliver, Economic Development,

Rock Island Il.

Understanding Change in Government for the 21st Century PARADIGM SHIFT – People IRS Improve Customer Service Greg Woods- Former New Mexican

PARADIGM SHIFT – People

IRS

Improve Customer Service

Greg Woods- Former New Mexican

Understanding Change in Government for the 21st Century PARADIGM SHIFT – People Looked to Industry Benchmarks Ritz Carlton Hotels Disney

PARADIGM SHIFT – People

Looked to Industry Benchmarks

Ritz Carlton Hotels

Disney

Understanding Change in Government for the 21st Century IRS Created and Posted Performance Standards in Offices You will be treated with courtesy every time … .We will give you the information needed… We will refer you to other programs… You will reach us the first time you try our 800 number

IRS Created and Posted Performance Standards in Offices

You will be treated with courtesy every time

… .We will give you the information needed…

We will refer you to other programs…

You will reach us the first time you try our 800 number

Understanding Change in Government for the 21st Century PARADIGM SHIFT – The People we Serve The Result? One of the best customer satisfaction rates for the era from the Federal Government

Understanding Change in Government for the 21st Century PARADIGM SHIFT – The People we Serve IRS since 1999? Customer Complaints and Congressional Hearings

Understanding Change in Government for the 21st Century PARADIGM SHIFT – The People within Government A different level of leadership, management and supervision

PARADIGM SHIFT – The People within Government

A different level of leadership, management and supervision

Understanding Change in Government for the 21st Century Traditional Supervision Paradigm Direct People Make Decisions Train People Manage and Direct React to Change

Traditional Supervision Paradigm

Direct People

Make Decisions

Train People

Manage and Direct

React to Change

Understanding Change in Government for the 21st Century Traditional Supervision Paradigm Direct People Make Decisions Train People Manage and Direct React to Change New Supervision Paradigm Involve and seek input from people Seek Input /Explain Decisions Develop/Expand/B roaden People Facilitate/ Coordinate/ Synchronize Implement/Influence/Foresee Change

Traditional Supervision Paradigm

Direct People

Make Decisions

Train People

Manage and Direct

React to Change

New Supervision

Paradigm

Involve and seek input from people

Seek Input /Explain Decisions

Develop/Expand/B roaden People

Facilitate/ Coordinate/ Synchronize

Implement/Influence/Foresee Change

Understanding Change in Government for the 21st Century Since 9.11.01 A different attitude toward public service

Understanding Change in Government for the 21st Century Paradigm Shift in Technology Information People is Evident in What Government is Doing

Paradigm Shift in

Technology

Information

People

is Evident in What Government is Doing

Understanding Change in Government for the 21st Century Paradigm Shift Evident in What We Do--- TQM or Quality in Government Services Performance Based Budgeting E-Government Citizens as Customers

Paradigm Shift Evident in What We Do---

TQM or Quality in Government Services

Performance Based Budgeting

E-Government

Citizens as Customers

Understanding Change in Government for the 21st Century Paradigm Shift Evident in What We Do--- TQM or Quality in Government Services Baldrige Criteria for Performance Excellence

Paradigm Shift Evident in What We Do---

TQM or Quality in Government Services

Baldrige Criteria for Performance Excellence

Understanding Change in Government for the 21st Century Baldrige Criteria for Performance Excellence 1) Leadership 2) Strategy 3) Customer Focus 4) Information & Analysis 5) Human Resources 6) Process Management 7) Business Results

Baldrige Criteria for Performance Excellence

1) Leadership

2) Strategy

3) Customer Focus

4) Information & Analysis

5) Human Resources

6) Process Management

7) Business Results

Understanding Change in Government for the 21st Century Paradigm Shift Evident in What We Do--- Performance Based Budgeting Accountability in Government Act (New Mexico) Government Performance Results Act (Federal Government)

Paradigm Shift Evident in What We Do---

Performance Based Budgeting

Accountability in Government Act

(New Mexico)

Government Performance Results Act

(Federal Government)

Understanding Change in Government for the 21st Century Paradigm Shift Evident in What We Do--- Performance Based Budgeting Outputs, Quality Efficiency and Outcomes What are we getting for the Money????

Paradigm Shift Evident in What We Do---

Performance Based Budgeting

Outputs,

Quality

Efficiency and

Outcomes

What are we getting for the Money????

Understanding Change in Government for the 21st Century Paradigm Shift Evident in What We Do--- Performance Based Budgeting All Federal Agencies Many State and Local Governments Non-profit Agencies

Paradigm Shift Evident in What We Do---

Performance Based Budgeting

All Federal Agencies

Many State and Local Governments

Non-profit Agencies

Understanding Change in Government for the 21st Century Paradigm Shift Evident in What We Do--- Customers--- We now recognize we all have customers Both internal and external

Paradigm Shift Evident in What We Do---

Customers---

We now recognize we all have customers

Both internal and external

Understanding Change in Government for the 21st Century Paradigm Shift Evident in What We Do--- E-Gov It’s not the Technology, but it’s Application Why Microsoft is more valuable then GM

Paradigm Shift Evident in What We Do---

E-Gov

It’s not the Technology, but it’s Application

Why Microsoft is more valuable then GM

Understanding Change in Government for the 21st Century Sources to help Implement your own change Reinventing Government- David Osborne & Ted Gaebler Banishing Bureaucracy- David Osborne & Peter Plastrik Seamless Government Workbook- Russell Linden Reinventing Government Facilitators Guide - David Osborne & Victor Rivera The Reinventor’s Field book- David Osborne & Peter Plastrik

Understanding Change in Government for the 21st Century Websites to help Implement your own change Quality New Mexico/ www.qualitynewmexico.org Governing Magazine www.governing.com Institute for Government Innovation www.ksg.harvard.edu/innovations American Productivity and Quality Center www.apqc.org

Understanding Change in Government for the 21st Century Technology, Information and People are Changing the Public Sector for the Better What will you do?

Technology, Information and People are Changing the Public Sector for the Better

What will you do?