Part ii tools for redesign 12-7-10


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  • This was the 10th federal government reform effort in the 20th century -- 1905 Keep Commission, 1937 Brownlow, 1949 Hoover, 1983 Grace . . . Same formula -- declare crisis, bring in outside experts, study problems for two years, issue a report, declare success and go away. As a result, didn’t have high expectations in the beginning. But this was different . . .
  • The tools are rooted in different professional disciplines. Determine where the energy is, where the talent is, and where the challenge is.
  • Top would need to support by empowering employees: Employee survey Customer survey Grant flexibility (waivers) as incentives Shift focus of decision-making for routine to front line where possible Encourage one-stop, self-service, co-production
  • Linking people to performance and customers Strategic planning and performance measurement Streamlining existing processes and systems
  • Part ii tools for redesign 12-7-10

    1. 1. Tools for Redesign The Action Side of a Redesign Effort John M. Kamensky, IBM Center for The Business of Government
    2. 2. Why Government Reform? <ul><li>Improve national competitiveness in global economy </li></ul><ul><li>Increase efficiency, reinvest savings in other priorities </li></ul><ul><li>Increase citizen trust in government </li></ul>
    3. 3. Agenda <ul><li>Range of Tools Out There </li></ul><ul><li>Top-Down Tools </li></ul><ul><li>Bottom-Up Tools </li></ul><ul><li>Break-Out Groups </li></ul>
    4. 4. Range of Tools Out There <ul><li>Generic approach </li></ul><ul><ul><li>As-Is Assessment </li></ul></ul><ul><ul><li>Change Readiness Assessment </li></ul></ul><ul><ul><li>Definition of To-Be State </li></ul></ul><ul><ul><li>Roadmap of How to Get There </li></ul></ul>
    5. 5. Range of Tools <ul><li>TQM – Baldrige Award </li></ul><ul><li>ISO-9000 Certification </li></ul><ul><li>Balanced Scorecard </li></ul><ul><li>Logic Models </li></ul><ul><li>Activity-Based Costing </li></ul><ul><li>Performance Budgeting </li></ul><ul><li>In the Technology World: </li></ul><ul><li>Information Technology Information Library (ITIL) </li></ul><ul><li>Capability Maturity Models (CMM) </li></ul><ul><li>Control Objectives for Information and related Technology (COBIT) </li></ul><ul><li>Service Oriented Architecture (SOA) </li></ul><ul><li>Component- Based Modeling (CBM) </li></ul>
    6. 6. Range of Tools (continued) <ul><li>Benchmarking </li></ul><ul><li>Common Assessment Framework </li></ul><ul><li>Lean Six Sigma </li></ul><ul><li>Value Engineering </li></ul><ul><li>Strategic Planning </li></ul><ul><li>Leading Indicators </li></ul><ul><li>Change Readiness Assessment </li></ul>
    7. 7. Which Tools Do You Use, When? <ul><li>Diagnostics to gain understanding </li></ul><ul><ul><li>CAF, CBM, strategic planning, change readiness </li></ul></ul><ul><li>Focus on Outcomes </li></ul><ul><ul><li>Balanced Scorecard, Logic Model, strategic planning </li></ul></ul><ul><li>Compare to Others </li></ul><ul><ul><li>Benchmarking, ITIL, COBIT </li></ul></ul>
    8. 8. Which Tools, When? <ul><li>Define or Improve Processes </li></ul><ul><ul><li>TQM, Lean Six Sigma, CMM, ISO-9000, SOA </li></ul></ul><ul><li>Improve Efficiency or Reduce Costs </li></ul><ul><ul><li>Lean Six Sigma, ABC, Value Engineering, Performance Budgeting </li></ul></ul><ul><li>Predict Future Performance </li></ul><ul><ul><li>Logic Model, Leading Indicators </li></ul></ul>
    9. 9. Osborne’s Five “C” Strategies <ul><li>Core : clarity of purpose </li></ul><ul><li>Consequences : for performance </li></ul><ul><li>Customer : in the driver’s seat </li></ul><ul><li>Control : away from the top and center </li></ul><ul><li>Culture : support entrepreneurial efforts </li></ul>Osborne & Plastrik, “The Reinventor’s Fieldbook” 2000
    10. 10. Top-Down Approaches <ul><li>Re-think business model </li></ul><ul><li>What vs. how </li></ul><ul><li>Citi-Stat </li></ul><ul><li>Virginia Results </li></ul><ul><li>Iowa Budget for Outcomes </li></ul><ul><li>Component Business Model, Logic Models </li></ul><ul><li>Performance budget, ABC, PART </li></ul>
    11. 11. Bottom-Up Approaches <ul><li>Re-think services, processes </li></ul><ul><li>How vs. what </li></ul><ul><li>Organize around citizen </li></ul><ul><li>Reinvention labs, communities of practice </li></ul><ul><li>Waivers </li></ul><ul><li>FedSpace on-line </li></ul><ul><li>Transparency – </li></ul>
    12. 12. <ul><li>Reengineering teams </li></ul><ul><li>Broad participation, self-organize </li></ul><ul><li>Consolidation of agencies, functions </li></ul><ul><li>Reinvention Labs </li></ul><ul><li>Success awards (Hammer, Baldrige) </li></ul><ul><li>Enabling technology for communication and transactions </li></ul><ul><li>Relaxing or changing regulations </li></ul>Implementation Approaches
    13. 13. How NPR Measured Performance <ul><li>Goals met and exceeded by high impact agencies </li></ul><ul><li>Citizen trust restored </li></ul>Best Legacy <ul><li>Employee satisfaction </li></ul>Best Workplace <ul><li>Customer satisfaction </li></ul>Best Service <ul><li>Savings in dollars </li></ul><ul><li>Reductions in personnel </li></ul><ul><li>Increased efficiency </li></ul>Best Value
    14. 14. You Can Send Your Questions to: Text message: Short code: 22333 USVI [text] Twitter: @poll USVI [text] Smartphone: USVI [text]
    15. 15. Break Out Groups: 30 Minutes <ul><li>Self-organize breakout sessions based on “Areas of Focus” and “Fix-It Suggestions” selected at Lunch – or create your own! </li></ul><ul><ul><li>Lay out problem or opportunity to be addressed </li></ul></ul><ul><ul><li>Options for addressing it </li></ul></ul><ul><ul><li>Who would take action </li></ul></ul><ul><ul><li>Benefits from the action </li></ul></ul>
    16. 16. Next Steps <ul><li>Tomorrow’s Agenda </li></ul><ul><ul><li>Use of Technology Tools </li></ul></ul><ul><ul><li>Use of Budget Tools </li></ul></ul><ul><li>Post-Conference Actions </li></ul>
    17. 17. Vote on the Quick Poll Now: <ul><li>Text message: </li></ul><ul><li>22333 [insert pre-designated word] </li></ul><ul><li>Twitter: </li></ul><ul><ul><li> [insert pre-designated word] @poll </li></ul></ul><ul><li>Smartphone: </li></ul><ul><ul><li> [insert pre-designated word] </li></ul></ul>