Better, Faster, Cheaper Service Delivery


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Public and not-for-profit sector organizations are under tremendous pressure today. This presentation describes a way to deliver services better, faster and cheaper.

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Better, Faster, Cheaper Service Delivery

  1. 1. Better, Faster, Cheaper Lumsden & McCormick, LLPAnnual Exempt Organizations Conference November 1, 2011 Tim Maniccia Founder Policy Innovation
  2. 2. Better, Faster, CheaperWhy Bother?Demands from fundersDemands from beneficiariesDemands from alternativesDemands from ourselves
  3. 3. Better, Faster, CheaperHow SMARTly are you operating?SystemsMetricsAnalyticsResultsTools
  4. 4. Better, Faster, CheaperSystems• A group of interacting, interrelated, and interdependent components that form a complex and unified whole• Not just technology• Focus on aspects that can control
  5. 5. Better, Faster, CheaperMetrics• That which gets measured gets improved• Measures we use to gauge performance• Often set by federal or state government• Increasingly, by foundations
  6. 6. Better, Faster, CheaperAnalytics• Analysis and use of data to enable fact- based decision making at every level of an organization• Is it possible to be ‘data rich’ and ‘data poor’ at the same time?
  7. 7. Better, Faster, CheaperResults• Inputs- necessary but not sufficient• Outputs- at a minimum• Outcomes- if at all possible
  8. 8. Better, Faster, CheaperTools• Devices to produce and deliver necessary public services• Online• Analytical
  9. 9. Better, Faster, CheaperThe Albany County ExperienceWho • Led by County Executive and staffWhat • Operational review of all programs/servicesWhen • 1st and 2nd quarter 2010
  10. 10. Better, Faster, CheaperThe Albany County Experience (cont.)Why • Under fiscal and programmatic stress • Thinning the soup makes for bad soup • “Fuzzy” institutional knowledge
  11. 11. Better, Faster, CheaperThe Albany County Experience (cont.)How • Kickoff meeting with County Executive and Department Heads • Individual meetings with County Exec/Management & Budget and program leaders • Compilation of data • Sharing with Legislature
  12. 12. Better, Faster, CheaperThe Albany County Experience (cont.)Findings- mandates operate on a continuum• Shall/May• Magnitude/Frequency• Implementation Prescribed
  13. 13. Better, Faster, CheaperThe Albany County Experience (cont.) • Organization of the data • Use of the data • Work for other types of governments and not-for-profits?
  14. 14. Better, Faster, CheaperThe Albany County Experience (cont.)If I had it to do over again …Change Management- the personal side ofchange
  15. 15. Better, Faster, CheaperChange Management- Prosci’s ADKAR® Model(• Awareness of the need for change• Desire to participate and support the change• Knowledge on how to change• Ability to implement required skills and behaviors• Reinforcement to sustain the change
  16. 16. Better, Faster, CheaperFive Levers of Change Management• Communications Plan• Sponsor Roadmap• Coaching Plan• Training Plan• Resistance Management Plan
  17. 17. Better, Faster, CheaperResources- Governing’s Better, Faster Cheaper(
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