Workbook for Seamless Government: A Hands-on Guide to Implementing Organizational Change

Preface ix

Acknowledgments xvii

The Author xix

Part 1 Preparing for Real Change

1 Overview of Seamless government Concepts 3

2 Reconditions for Major Change 15

3 Key Roles when Redesigning 25

4 The Steering Team Takes the Lead 35

Part 2 Redesigning Your Work Progresses

5 Four Steps to Redesigning Key Processes 51

6 Mapping the Current Process 55

7 Establishing Desired Outcomes 73

8 Setting Your Stretch Objective 89

9 Designing from a Clean Sheet 105

Part 3 Ensuring Successful Implementation

10 Writing and Making Your Business Case 127

11 Communicating and Marketing Your Project 137

12 Building a Bridge from Design to Implementation 149

Afterword 173

Appendixes

A Focus Group Example 175

B Stakeholder Gap Analysis 179

C Benchmarking Steps 183

D Exercises for Doing Out-of-the-Box Thinking 185

E Value-Added Analysis 193

F Network Planning Techniques 195

Recommended 201