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Reform Playbook

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Leading reform isn't easy, but for the past 100 years, Booz Allen has helped both public and private sector clients do exactly that. Our goal is to walk with you on this journey to help bring clarity to the chaos and spark some innovation along the way.

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Reform Playbook

  1. 1. | 1 REFORM PLAYBOOK
  2. 2. | 2 INTRODUCTION If there’s anything certain about reform, it’s that it will cross your path—ready or not. What’s causing this climate of reform? We can point to a whole host of triggers—from shrinking budgets and demands for greater efficiencies, to calls for innovative delivery of public services, to changing threats, economic drivers, and more. Regardless of whether or not reform is mandated, agencies can jump-start their response and maximize their success by looking at past reforms as well as applying new innovative thinking.
  3. 3. | 3 REALITY OF REFORM In some way, shape, or form, reform affects us all— the Government, the private sector, and the public. Some reforms are mandated by Congress and the Administration, other reforms are a result of a new leadership vision. And the game of reform is different in terms of how we communicate, what we expect, and how fast information travels. Section 1.0
  4. 4. | 4 Reform can be a comprehensive or piecemeal shift in the Government’s approach to a service, organization, or policy area, such as immigration, housing, IT, acquisition, climate, or cybersecurity. This can be a result of a leader’s new organizational vision or because of requirements generated by Congress or the Administration. Reform, whether mandated or not, shares all of these attributes: •Born From a Call to Action: Generated from environmental factors and triggers •Can be a Choice or Not: Unique mandated directive, whether by executive order, legislation, or a new vision to achieve organizational success; can be funded or unfunded •Involves a Broad Network of Players: Affects many different entities, including the Administration and Congress, government agencies, industry, and the public •Attracts Attention: Highly visible, high stakes, and often garners global interest •Presents Opportunity: Provides the chance to reimagine an organization’s mission Even though it is not always a choice, reform is an opportunity for your agency to shine and achieve everything from incremental improvements to breakthrough change for the country. LEGISLATION EXECUTIVE ORDER CHANGE BY CHOICE OR MANDATED CHANGE? Examples of mandated change IRS Reform Homeland Security Act Defense Transformation Intelligence Reform Affordable Care Act Dodd-Frank Act Deferred Action for Childhood Arrivals Improving Critical Infrastructure Cybersecurity Go to the next page to see the increase in volume, variety, and velocity of reform over time.
  5. 5. | 5 1930-1949 1930 Tariff Act 1933-1936 New Deal Reforms 1939 Trust Indenture Act 1940 Investment Act 1949 Agricultural Act 1950-1969 1954 Agricultural Trade Development Assistance Act 1960 Kerr-Mills Act 1965 Brooks Act 1965 Department of Housing Urban Development Act 1965 Social Security Act Amendments 1966 Freedom of Information Act 1968 Consumer Credit Protection Act 1990-20141970-1989 1970 Securities Investor Protection Act 1982 Chinese Exclusion Act 1984 Executive Order 12472 1984 Cable Communication Act 1986 Emergency Medical Treat- ment Active Labor Act 1986 Tax Reform Act 1986 Immigration Reform Control Act (IRCA) 1989 Financial Institutions Reform, Recovery, Enforcement Act (FIRREA) ONGOING EMERGING KEY ONGOING UPCOMING REFORM AREAS: Finance Health Immigration IT Acquisition Cyber Climate Housing Postal Entitlements Tax Identity Education NSA/Surveillance Criminal Justice Education Space USDA FDA DoD 2002 Federal Information Security Management Act 2003 Medicare Prescription Drug, Improvement, Modernization Act 2003 Defense Transformation for the 21st Century Act 2004 Intelligence Reform Terrorism Prevention Act 2005 Patient Safety Quality Improvement Act 2006 Secure Fence Act 2007 Comprehensive National Cyber Security Initiative 2010 Patient Protection Affordable Care Act (PPACA) 2010 Dodd-Frank Wall Street Reform Consumer Protection Act 2010 Health Care Education Reconciliation Act 2012 Executive Order–Deferred Action for Childhood Arrivals (DACA) 2012 Jumpstart Our Business Startups Act 2013 Executive Order–Improving Critical Infrastructure Cyber Security 1990 Defense Base Closure Realignment Act 1991 Federal Deposit Insurance Corporation (FDIC) Improvement Act 1992 Housing Community Development Act 1994 Foreign Relations Authorization Act 1994 Riegle-Neal Interstate Banking 1995 Private Securities Litigation Reform Act 1996 Clinger-Cohen Act 1996 Illegal Immigration Reform Immigrant Responsibility Act (IIRIRA) 1996 Health Insurance Portability Accountability Act (HIPAA) 1997 Balanced Budget Act 1998 IRS Restructuring Reform Act 1999 Gramm-Leach-Bliley Act (GLBA) 2000 Legal Immigration Family Equity Act 2002 2002 Homeland Security Act THE GROWING TREND OF REFORM FREQUENCY AND COMPLEXITY WILL CONTINUE EPISODIC REFORM CONTINUOUS REFORM The game of Reform has changed in terms of how we communicate, what we expect, and how fast information travels Size, complexity, and interagency nature of government Global economy and threats Technology, social media, and mobile platforms Transparency and the 24/7 news cycle IN THE LAST DECADE, VIRTUALLY EVERY MAJOR SECTOR OF GOVERNMENT AND INDUSTRY HAS BEEN IMPACTED BY REFORM. THE VOLUME,VARIETY, VELOCITY OF REFORM MANDATED CHANGE
  6. 6. | 6 REFORM IS THE ‘NEW NORMAL’Today’s news headlines signal the winds of change before us. In the past five years alone, reforms and new executive orders are popping up everywhere and becoming the new normal—financial reform, immigration reform, health care reform—and the list goes on. Even a quick Internet search on the term Government Reform returns more than 500 million results. Agencies RIPPLE EFFECTS OF REFORM: • Dodd-Frank affected 14 agencies and created 5 new agencies • Immigration reform could impact 14 federal departments and agencies as well as state, local, and tribal governments • Affordable Care Act impacted 7 different agencies are impacted by multiple types of reform that are all in various stages of maturity. This means that you have to plan, implement, and institutionalize reform in coordination with all the impacted players and all at the same time. It’s not a matter of whether you will be impacted by reform, it’s a matter of when. Are you ready? UNEXPECTED ACTIVITIES CAN TRIGGER INCREDIBLE DEMAND. CASE IN POINT: SINGER KATY PERRY RETWEETED A MESSAGE TO HER 41 MILLION FOLLOWERS ENCOURAGING THE USE OF HEALTH INSURANCE EXCHANGES.
  7. 7. | 7 SOCIAL MEDIA’S IMPACT ON REFORM iMarch @imarch May 2013 In 48 hours, the #iMarch movement organized a virtual march on Twitter and Facebook, posting more than 60,000 Twitter and Facebook messages to Congress members about pending immigration reform. We The People @wethepeople December 2012 The We The People initiative by the White House allows citizens to create online petitions. Following the Sandy Hook shooting, a petition to reform gun control reached 100,000 signatures within 24 hours. Reddit @reddit August 2012 President Barack Obama’s AMA (Ask Me Anything) on Reddit accumulated more than 24,000 comments and 5.6 million views, making it the site’s most-viewed post in 2012. Twitter @twitter Summer 2013 President Obama’s twitter account had almost 9,500 tweets and more than 34,000,000 followers. House Speaker Boehner’s account had more than 11,000 tweets and almost 500,000 followers. change.org @changeorg March 2012 The change.org petition, “Tell USDA to STOP Using Pink Slime in School Food!” accumulated more than 200,000 signatures in nine days, prompting the USDA to announce that it would offer school districts a choice of beef without the filler starting in fall 2012.
  8. 8. | 8 PUBLIC EXPECTATIONS IN A DIGITAL WORLD The success or failure of reform efforts can no longer be buried in lengthy congressional reports. In an era where people instantly voice their opinions and respond at a grassroots level, the court of public opinion is a lot more crowded. • Social media has changed the game; it can generate a viral swell of public demand WHAT YOU CAN DO: USE SOCIAL MEDIA AS A FORCE MULTIPLIER AND FOSTER A TWO-WAY CONVERSATION BETWEEN THE GOVERNMENT AND THOSE IT SERVES. • Global transparency and the 24/7 news cycle mean your performance is made public—and fast. WHAT YOU CAN DO: DESIGN YOUR SUCCESS MEASURES AND PUBLICIZE THEM. • Interconnected players require a more inclusive approach for complex planning WHAT YOU CAN DO: SIMULATE YOUR SITUATION TO DETERMINE HOW TO AVOID OVERLAPS, FOCUS LIMITED RESOURCES, AND ANTICIPATE DOWNSTREAM IMPACTS. • Technology has increased the convenience of our everyday lives, from shopping and entertainment to banking. The public expects the same from its Government. WHAT YOU CAN DO: GO MOBILE AND MAKE YOUR DIGITAL ECOSYSTEM WORK FOR YOU. Imagine if… #TaxPayerBillofRights Imagine for a moment that the IRS Restructuring and Reform Act of 1998 happened today. The Twittersphere would light up in a real-time debate as congressional hearings stream live on a Google Hangout from attendees’ smartphones.
  9. 9. | 9 UNRAVELING THE MYSTERY OF REFORM We deconstructed and reframed mandated change to identify a repeatable path to success. Section 2.0
  10. 10. | 10 A SNOWFLAKE CAN START AN AVALANCHE When you’re faced with reform, you need to make a lot of decisions, and some can have unintended consequences. The key to dealing with the complexity and uncertainty of change is to understand the journey that many have walked before and combine that with the advantages of today’s environment. At a minimum, you should explore the questions on the right. In addition to these questions, you should learn and adopt the lifecycle that’s common across all types of reforms—big and small, mandated and not mandated. This type of change follows a common path to success—a path that, once understood, can drive your success. Questions to ask before embarking on reform: 1. Where do I begin, how should our operations change, and what can I do to prepare? 2. Who are the people I am serving and how do I engage them? 3. What other agencies and industries are impacted and how do I work with them? 4. What resources and enablers do I need and how do I find them? 5. How do I know when I’m done and how do I prove success?
  11. 11. | 11 REFORM LIFECYCLE REIMAGINE RETOOL RESULTS ECONOMIC POLITICAL TECHNOLOGY THREAT/ EVENT-DRIVEN BUDGET/ RESOURCES PUBLIC/ GRASSROOTS Rethink the Mission Strategy Understand What Matters Plan for What Matters Find/ Focus the Money Show the Value Make it Stick Lead the Way TRIGGERS REFORM INNOVATION LEVERS THE LEVERS CAN BE APPLIED AT ANY STAGE IN THE LIFECYCLE TO MAXIMIZE RESULTS REFORM TECHNOLOGY STACK Accelerated solutions for strategy, rapid scale-up, resources, technology, and engagement—structured to fit the unique needs of each reform. REFORM ACCELERATOR PERFORMANCE INTELLIGENCE MOBILE -BASED REFORM DIGITAL ENTERPRISE DIGITAL ENGAGEMENT This accounts for the needs of a virtual public and workforce by providing on-demand services and tools through mobile technologies. This creates and modernizes the digital ecosystem to meet mandated mission needs by combining and using data in new ways without disrupting ongoing operations; it provides the technology backbone for other innovation levers. This two-way conversation between the Government and reform players leverages applications, collaboration tools, and emerging technologies to optimize resources and provide a clear return on engagement. New approaches, including predictive intelligence, fraud diagnostics, and advanced biometrics, prevent and detect the exploitation of mandated change and maximize resource productivity.
  12. 12. | 12 CALL TO ACTION A call to action serves as the catalyst for mandated reform or any nonmandated change. It stems from a variety of environmental factors and triggers. A call to action can be triggered by a gradual swell in public demand fueled by today’s technology or by extreme and sudden circumstances—a financial meltdown, a threat to national security, or a natural disaster. Missing a call to action can have many consequences, including public harm and decreased organizational credibility; recognizing a call to action can change the power equation and put you in the driver’s seat. The call to action can differ for each reform type and can dictate how you approach organizational change. ECONOMIC POLITICAL TECHNOLOGY THREAT/ EVENT-DRIVEN BUDGET/ RESOURCES PUBLIC/ GRASSROOTS TRIGGERS
  13. 13. | 13 REIMAGINING REFORM With the path of change before you, there are important steps you must take along your way to success. While these steps are common across all reforms, they may be iterative and occur at different stages in your journey. Reform offers the opportunity to rethink the strategy and reimagine the model; you don’t get the chance often, so take advantage of it. REIMAGINE ECONOMIC POLITICAL TECHNOLOGY THREAT/ EVENT DRIVEN BUDGET/ RESOURCES PUBLIC/ GRASSROOTS Rethink the Mission Strategy Understand What Matters Plan for What Matters RIGGERS
  14. 14. | 14 Start by opening the aperture on what matters to constituents. A clear and accurate picture of the desired end state will establish the guiding principles needed to make strategic decisions along your path to success. TOOLS IN ACTION: • Click here to keep up with Reform Happenings or go to http://www.boozallen.com/reform • Scenario Planning: Dissect and analyze reform legislation to understand and influence the requirements of your mandate. Develop an automated tool to help run scenarios on the impacts REIMAGINE RETOOL RESULTS Find/ Focus the Money Show the Value Make it Stick Lead the Way Understand What Matters Plan for What Matters Rethink the Mission Strategy UNDERSTAND WHAT MATTERS A PICTURE CAN TELL A THOUSAND WORDS—NGA, DHS, AND USGS COMBINED TRANSPORTATION, UTILITY, AND EMERGENCY SERVICE INFRASTRUCTURE DATA TO RESPOND TO DISASTERS IN DRAMATICALLY NEW WAYS.
  15. 15. | 15 TOOLS IN ACTION: • Apply a Design Thinking approach to gain new perspective and insight; ideate and imagine fresh solutions • Click here to see a Design Thinking example on the immigrant experience • Conduct a Mission Integration analysis and design a community model that lays out all the players and their roles in the new strategy REIMAGINE RETOOL RESULTS Find/ Focus the Money Show the Value Make it Stick Lead the Way Understand What Matters Plan for What Matters Rethink the Mission Strategy Reform offers you an opportunity to take a fundamentally new approach to your mission. This is rare and calls for a moment of reflection. Break free of constraints and challenge yourself to explore and discover; imagine and visualize the desired end state. RETHINK THE MISSION STRATEGY CMS HOSTED A SERIES OF LISTENING SESSIONS WITH INDUSTRY AND PUBLIC SERVICE ORGANIZATIONS THAT RADICALLY CHANGED THEIR PERSPECTIVE ON INNOVATIVE PAYMENT MODELS.
  16. 16. | 16 Once you have that new vision in mind, plan to take action. The plan should include not only your organization but all the players that are impacted or have a role. Think about short and long-term impacts, how your operations will scale, timelines, and the resources you need—talent, technology, mechanisms, and infrastructure. TOOLS IN ACTION: • Create a visual Policy Map and analyze it to help you plan for what matters Policy maps can: -- Clarify how different organizations interact with one another on pertinent issues -- Identify and analyze potential points of friction -- Identify shortfalls and opportunities • Don’t forget to conduct a cyber impact assessment to alleviate security and privacy risks REIMAGINE RETOOL RESULTS Find/ Focus the Money Show the Value Make it Stick Lead the Way Understand What Matters Plan for What Matters Rethink the Mission Strategy PLAN FOR WHAT MATTERS UNDER THE WATCHFUL EYE OF CONGRESS, DOD TRANSFORMED AN ENTIRE REGIONAL MEDICAL MODEL FOR MILITARY SERVICES— INCLUDING THE RELOCATION OF 4,000 PERSONNEL, TWO NEW HOSPITALS, AND THE MERGING OF MILITARY CULTURES­— INTO THE FIRST–EVER JOINT HOSPITAL SYSTEM.
  17. 17. | 17 RETOOLING REFORM With your vision in mind and your plan in place, you’re ready to retool to meet the reform objectives. RETOOL RESULTS Find/ Focus the Money Show the Value Make it Stick Lead the Way
  18. 18. | 18 In some cases, reform is accompanied by a budget to implement change—this could be direct appropriations or funded through a share of a fee account. Organizations must understand the intent of the money and manage it wisely. With other types of change, you’ll need to “find the money” by identifying operational efficiencies and making resource tradeoffs. This requires time, so start early and run budget scenarios to help you understand how various decisions impact your new strategy. Funded or unfunded, the need isn’t going away. TOOLS IN ACTION: • Develop cost models and run scenarios to help rebalance priorities, determine cost tradeoffs, and design investment scenarios to maximize the return to your mission; reform could pay for itself, and it also could pay for other mission areas due to cost savings and increased productivity • Explore how strategic sourcing and shared services can help you free up resources • If you contract support, explore the use of performance-based contracts with incentives REIMAGINE RETOOL RESULTS Find/ Focus the Money Show the Value Make it Stick Lead the Way Understand What Matters Plan for What Matters Rethink the Mission Strategy FIND / FOCUS THE MONEY THE CDC TRANS­FORMED THE VACCINES FOR CHILDREN FUNDS MANAGEMENT MODEL, YIELDING OVER $250 MILLION IN COST SAVINGS­—MONEY THAT CAN BE FOCUSED ON OTHER MISSION PRIORITIES.
  19. 19. | 19 TOOLS IN ACTION: • Take the Leadership Challenge Simulation, a team-based decision- making exercise that brings to life complex leadership challenges in a feedback-rich setting • Identify your Chief Reform Officer— the focal point leader to manage and collaborate with the network of players internal and external to your organization REIMAGINE RETOOL RESULTS Find/ Focus the Money Show the Value Make it Stick Lead the Way Understand What Matters Plan for What Matters Rethink the Mission Strategy Reform doesn’t recognize market subtleties or organizational boundaries. Mandated and leadership-directed changes are universal threads woven through the fabric of government agencies, private institutions, the public, and other stakeholders. Without clear and decisive leadership, this thread can easily become unraveled. But those with the strength to carry the vision forward will align the network players, prepare employees, drive effective decision-making, and achieve desired outcomes. Be deliberate in your approach to leading reform—both inside and outside of your organization. LEAD THE WAY THE CONSUMER FINANCIAL PROTECTION BUREAU PRIORITIZED THE INITIAL STAND–UP OF ITS MISSION AREAS, ALLOWING IT TO FOCUS ON STARTING UP A CONSUMER COMPLAINT MODEL THAT WOULD PROVIDE THE MOST IMMEDIATE RELIEF TO ITS CORE STAKEHOLDERS: THE AMERICAN CONSUMERS.
  20. 20. | 20 When it comes to reform initiatives, constituents won’t measure success by checking off the “meets requirements” box. They expect to see actions taken that build and maintain momentum toward the desired end state. Your progress will be monitored and measured by the public, Congress, and other stakeholders. Proactively reporting on success will motivate employees and rally public support for your initiatives. It’s important to get out of the gate early and demonstrate value immediately, even if it’s incremental. Establishing your benchmarks and success metrics early in the process is critical; otherwise, the media, the public, or Congress may do it for you. Once your change efforts are in full swing, maintaining a steady drumbeat of positive outcomes will keep critics at bay. It will also build goodwill in the eyes of your constituents, lest you encounter a hitch along the way. TOOLS IN ACTION: DIGITAL ENGAGEMENT • Create two-way engagement with constituents by forming your digital hypothesis, conducting digital listening, and evaluating your return on engagement • Harness the public’s natural inclination to innovate and design as a force multiplier • Check out this social media study on immigration reform: www.boozallen.com/reform VALUE FROM DATA • Consider data a natural resource for your organization and take advantage of its power to keep you on track and demonstrate results REIMAGINE RETOOL RESULTS Find/ Focus the Money Show the Value Make it Stick Lead the Way Understand What Matters Plan for What Matters Rethink the Mission Strategy SHOW THE VALUE TO INCREASE THE PROBABILITY OF INNOVATIVE TECHNOLOGIES TRANSITIONING FROM THE LAB TO COMMERCIAL MARKETS, DOE’S ADVANCED RESEARCH PROJECTS AGENCY– ENERGY (ARPA–E) EMPLOYED ACTIONABLE MARKET STUDIES TO ANSWER THE QUESTION: “IF THIS RESEARCH SUCCEEDS, WILL IT MATTER?”
  21. 21. | 21 LEAVE A LASTING IMPRESSION Reform is difficult to develop, hard to implement, and even harder to maintain, especially when implemented over many years. Yet the true value of reform can only be realized once it’s embedded in the organization, embraced by staff, and its value is delivered to the intended audience. Take your journey to the next level by injecting innovation—seize the opportunity… REFORM CAN OPEN THE DOOR FOR SOME TO EXPLOIT CHANGES FOR PERSONAL GAIN. TO MAKE MANDATED CHANGE TRULY STICK, USE TECHNOLOGY, SUCH AS BIG DATA, FRAUD ANALYTICS, AND ADVANCED BIOMETRICS, TO PREVENT BAD ACTORS FROM UNDERMINING THE SYSTEM.
  22. 22. | 22 SEIZE THE OPPORTUNITY Lean forward into reform with an open mindset that allows you to envision new possibilities and spark innovation. Section 3.0
  23. 23. | 23 LEAN FORWARD INTO REFORM Lean forward with everything you’ve got. The seeds of innovation are buried within the soil of reform—find those seeds and enable them to flourish. Tap into the reform innovation levers to raise your gaze and amplify your impact even more. When Congress creates mandated change, it isn’t necessarily focused on innovation but on policy. With mandated change, your opportunity is to implement the requirements in a way that transforms the mission today with an eye toward the future. With leadership- directed change, you get to define the requirements and figure out the best way to carry them out. Accelerated solutions for strategy, rapid scale-up, resources, technology, and engagement—structured to fit the unique needs of each reform. BOOZ ALLEN INNOVATION LEVERS REFORM ACCELERATOR PERFORMANCE INTELLIGENCE MOBILE -BASED REFORM DIGITAL ENTERPRISE DIGITAL ENGAGEMENT This accounts for the needs of a virtual public and workforce by providing on-demand services and tools through mobile technologies. This creates and modernizes the digital ecosystem to meet mandated mission needs by combining and using data in new ways without disrupting ongoing operations; it provides the technology backbone for other innovation levers. This two-way conversation between the Government and reform players leverages applications, collaboration tools, and emerging technologies to optimize resources and provide a clear return on engagement. New approaches, including predictive intelligence, fraud diagnostics, and advanced biometrics, prevent and detect the exploitation of mandated change and maximize resource productivity.
  24. 24. | 24 PARTNER ON YOUR JOURNEY Leading reform is not easy, but for the past 100 years, Booz Allen has helped clients across the public and private sectors do exactly that. The societal challenges change, but the execution fundamentals remain the same. For ten decades, Booz Allen has walked the paths of reform with its clients and knows the ins and outs of getting things done when the task seems daunting. Our goal is to walk alongside you on this journey and help bring clarity to the chaos and spark some innovation along the way. BASE REALIGNMENT AND CLOSURE IMPLEMENTATION • INTERNAL REVENUE SERVICE MODERNIZATION • CONSUMER FINANCIAL PROTECTION BUREAU STAND-UP • THE DEPARTMENT OF HOMELAND SECURITY STAND-UP • DODD-FRANK IMPLEMENTATION • AFFORDABLE CARE ACT IMPLEMENTATION • AMERICAN RECOVERY AND REINVESTMENT ACT IMPLEMENTATION
  25. 25. | 25 KATIE WILKS Be curious, be bold, be brave—inspire and aspire for something extraordinary. SHANNON FITZGERALD Successful reform is not about just trying to check the box on the mandated requirements; use it as the impetus to do something magnificent. ANGELA ZUTAVERN Implementing reform is like chess: when you’re new to it, you think one move ahead, but when you master it, you can envision the entire game unfolding. INTRIGUED? FOR MORE INFORMATION, CONTACT US Check out our latest thinking and available tools and resources on reform and mandated change: www.boozallen.com/reform ANDY SUH Why resist change, particularly mandated change? It’s coming, and it’s best to dive in and drive the outcomes we want. The alternative is to be swept up by it and taken to a place you didn’t want to end up. EZMERALDA KHALIL Reform unleashes opportunity to imagine a new future…and have a reason to make it happen.
  26. 26. | 26 SUSAN MICHENER At the heart of the matter, reform affects you and me—that’s pretty good incentive to get it right. HEIDI FIESELMANN Reform changes the game, so shape the rules in your favor KATIE HANLEY There are peaks and valleys to the implementation of reform, but over time you learn to always climb up. ELIZABETH SICUSO Citizen engagement is the key to the game of reform – get them early and you win. PATRICK MCCREESH Understand and respect the past, but don’t let it get in the way of your future.

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