Resources

Details

Title: Seamless government: a practical guide to re-engineering in the public sector-[Text]

Notes: All organizations are struggling to meet the tough new competitive standards of the 1990s - speed, convenience, efficiency, increased productivity - in order to become more competitive, flexible, and profitable. Re-engineering - the radical redesign of entire systems, beyond innovations such as total quality management - is a concept that is revitalizing many organizations. In this book, the author shows how to apply re-engineering principles to all levels of government, creating organizations focused on serving their customers, the public. The book details a step-by-step approach for re-engineering, explaining how to assess, design, and implement radical changes in the way government does business and how to overcome resistance along the way. Throughout the book, the author illustrates his principles with case examples from all levels of government. He shows, for instance, how a state government improved its unemployment services by moving from control-oriented jobs to multiskilled professional positions. He tells how local governments have re-engineered business licensing systems, public schools, human resource programs, and even a zoo. At the federal level, he reveals how procedures for issuing passports, managing programs in national forests, delivering IRS services, and operating the massive Defense Logistics Agency were all effectively redesigned with the customer in mind. The book shows also how public managers can achieve extraordinary results by organizing around desired outcomes rather than around activities and functions so that fragmented, multi-step processes that once took weeks or months can be accomplished in days or even hours.`

>> More