Understanding Change in Government for the 21st Century Three Key Topics Public Officials Should Understand About Change in the Government Sector Nick Mandel New Mexico Public Strategy Group

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 PARADIGM SHIFT “ 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 PARADIGM SHIFT Business Organizations Social Public Sector

PARADIGM SHIFT

Business

Organizations

Social

Public Sector

Understanding Change in Government for the 21st Century PAST We Don’t Have Customer’s Not in my Job Description (Traditional Work Processes) Mediocre Services (Good Enough) Ever-Expanding Revenue & Budgets Command, Control, Rules & Regulations CURRENT We All Serve Someone – Internal or External Information Age Technologies Public expects Quality Severe Fiscal Constraints Results PARADIGMS IN GOVERNMENT

PAST

We Don’t Have Customer’s

Not in my Job Description (Traditional Work Processes)

Mediocre Services (Good Enough)

Ever-Expanding Revenue & Budgets

Command, Control, Rules & Regulations

CURRENT

We All Serve Someone

– Internal or External

Information Age Technologies

Public expects Quality

Severe Fiscal

Constraints

Results

Understanding Change in Government for the 21st Century PARADIGM SHIFT IN INFORMATION AGE TECHNOLOGY

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

Traditional Work Processes

vs. Technology

We Can Now Do More with Less

Less People

Less Time

Less Expense

Understanding Change in Government for the 21st Century CRM – Customer Relations Management or Citizen Relations Management Geographic Information Systems/Global Positioning Systems GIS/GPS Customized Web Portal Services Information Age Technology We Can Now Do More with Less

CRM – Customer Relations Management or Citizen Relations Management

Geographic Information Systems/Global Positioning Systems GIS/GPS

Customized Web Portal Services

Understanding Change in Government for the 21st Century City of Des Moines-Use of CRM to Analyze Most Important Services Chicago Police- Use of GIS for Information Collection for Automated Mapping (ICAM) Virginia, California, Michigan, etc – Customized Portal Web Service Information Age Technology We Can Now Do More with Less

City of Des Moines-Use of CRM to Analyze Most Important Services

Chicago Police- Use of GIS for Information Collection for Automated Mapping (ICAM)

Virginia, California, Michigan, etc – Customized Portal Web Service

Understanding Change in Government for the 21st Century Virginia’s Customized Portal Web Service Information Age Technology We Can Now Do More with Less Customer Service: Welcome to the Commonwealth of Virginia Online Help. How may I assist? Customer: Yes, I want to know why Virginia is commonwealth rather then a state. Can you help? Customer Service: A definition is listed on the Commonwealth site at www.commonwealth.state.va.us Would you like me to push your web browser to that site? Customer: Yes, please. Customer Service: You’re welcome and thanks for visiting.

Understanding Change in Government for the 21st Century E- Commerce and B2B will become E- Government Information Age Technology We Can Now Do More with Less

Understanding Change in Government for the 21st Century E- Government Website Government to Citizens G2C Government to Business G2B Government to Government G2G Government Management Source: Center for Technology in Government, State University of New York Information Age Technology We Can Now Do More with Less

E- Government Website

Government to Citizens G2C

Government to Business G2B

Government to Government G2G

Government Management

Source: Center for Technology in Government, State University of New York

Understanding Change in Government for the 21st Century Sixty-eight million Americans now report they've used Web sites of government agencies -- up from 40 million such users two years ago, according to a new report from the Pew Internet & American Life Project . Source: Pew Internet & American Life Project Survey Information Age Technology We Can Now Do More with Less

Sixty-eight million Americans now report they've used Web sites of government agencies -- up from 40 million such users two years ago, according to a new report from the Pew Internet & American Life Project . Source: Pew Internet & American Life Project Survey

Understanding Change in Government for the 21st Century Source: Pew Internet & American Life Project Survey Information Age Technology We Can Now Do More with Less

Source: Pew Internet & American Life Project Survey

Understanding Change in Government for the 21st Century PARADIGM SHIFT IN USE OF INFORMATION

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

Understanding Change in Government for the 21st Century 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 We all have too much information to absorb and process

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 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 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 Whom has more value, General Motors or Microsoft? Why? Information Information supply available to us doubles every 5 years

Understanding Change in Government for the 21st Century GM vs. Microsoft Why? Wealth once based on the capital now based on information & knowledge Information

Understanding Change in Government for the 21st Century Knowledge management is the new result of technology & information Industrial Age Information Age Communications Age And Knowledge Age Information

Knowledge management is the new result of technology & information

Industrial Age

Information Age

Communications Age

And Knowledge Age

Understanding Change in Government for the 21st Century Constituent Services will involve Government using technology and information for: collecting, analyzing, structuring, storing, retrieving, updating, integrating, to create… Knowledge Information

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

Understanding Change in Government for the 21st Century Diversity Education Expectations PARADIGM SHIFT PEOPLE Citizens, Customers, and Business

Diversity

Education

Expectations

Understanding Change in Government for the 21st Century People Government to Citizens G2C Government to Business G2B Government to Government G2G Government Management Source: Center for Technology in Government, State University of New York

Government to Citizens G2C

Government to Business G2B

Government to Government G2G

Government Management

Source: Center for Technology in Government, State University of New York

Understanding Change in Government for the 21st Century Are expecting an Amazon- Fed Ex Mentality Because of the Technology and Information available our customers will no longer subscribe to the “Business as Usual” method People

Understanding Change in Government for the 21st Century IRS Improved Customer Service By looking at Industry Benchmarks Ritz Carlton Hotels and Disney Greg Woods - Former New Mexican People

IRS

Improved Customer Service

By looking at Industry Benchmarks

Ritz Carlton Hotels and Disney

Greg Woods - Former New Mexican

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 People

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 The Result? One of the best customer satisfaction rates for the era from the Federal Government People

Understanding Change in Government for the 21st Century IRS since 1999? Customer Complaints and Congressional Hearings People

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 People

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 Direct People Make Decisions Train People Manage and Direct React to Change New Supervision Involve and seek input from people Seek Input /Explain Decisions Develop/Expand/Broaden People Facilitate/ Coordinate/ Synchronize Implement/Influence/ Foresee Change

Traditional Supervision

Direct People

Make Decisions

Train People

Manage and Direct

React to Change

New Supervision

Involve and seek input from people

Seek Input /Explain Decisions

Develop/Expand/Broaden People

Facilitate/ Coordinate/ Synchronize

Implement/Influence/ Foresee Change

Understanding Change in Government for the 21st Century Paradigm Shift in Technology Information People is evident in what Government is doing People

Paradigm Shift in

Technology

Information

People

is evident in what Government is doing

Understanding Change in Government for the 21st Century TQM or Quality in Government Services Performance Based Budgeting E-Government Citizens as Customers People

TQM or Quality in Government Services

Performance Based Budgeting

E-Government

Citizens as Customers

Understanding Change in Government for the 21st Century “ Your role as an elected official represents a trust from the public. As such, whether you have been re-elected, newly elected or returning to public services, it is important to provide for an orderly transition to build on. And it is important to build on the qualities of public stewardship, whatever your beliefs.” People