Seamless Government: A Practical Guide to Re-Engineering in the Public Sector - Hardcover

Linden, Russell M.

Hardcover

ISBN 10: 078790015X ISBN 13: 9780787900151

Publisher: Jossey-Bass, 1994

Synopsis

Shows government agencies how to meet the needs of customers seamlessly, that is, in a smooth, effortless, responsive manner. Details a step-by-step approach to assess, design and implement significant change in all levels of government?and how to overcome resistance along the way.

About this title

About the Author

RUSSELL M. LINDEN Ph.D., is principal of Russ Linden &Associates, a management consulting firm that focuses on publicsector innovations. His clients have included the National Academyof Sciences, the Internal Revenue Service, the Departments of theArmy and Navy, the National Academy of Public Administration, theFBI Academy, and more than three dozen state and local governmentagencies. He is the author of From Vision to Reality: Strategies ofSuccessful Innovators in Government (1990).

From the Back Cover

Seamless Government tells how to re-engineer government agencies to meet the needs of its customers "seamlessly" that is, in a smooth, effortless, responsive manner. The author details a step-by-step approach for re-engineering in all levels of government, explaining how to assess, design, and implement radical changes in the way government does business―and how to overcome resistance along the way. "Full of fresh insights and illuminating examples. For readers outside the government, it will be a valuable guide to the ongoing struggle to improve the performance of public bureaucracies. For those inside the government (or other large organizations), it will be an indispensable how-to manual."―James Fallows, Washington editor, The Atlantic Monthly

From the Inside Flap

All organizations are struggling to meet the tough new competitive standards of the 1990s―speed, convenience, efficiency, increased productivity―standards that help them stay competitive, flexible, and profitable. Re-engineering is a new concept that is revitalizing many organizations―going beyond managerial innovations such as total quality management, to the radical redesign of entire systems. In this book, Russell M. Linden shows how to apply re-engineering to all levels of government, creating organizations focused on desired outcomes―serving its customers, the public. Seamless Government tells how to re-engineer government agencies to meet the needs of its customers "seamlessly" that is, in a smooth, effortless, responsive manner. The author details a step-by-step approach for re-engineering in all levels of government, 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, from local program delivery to federal regulatory agencies. He shows, for instance, how a state government improved its unemployment services by moving from control-oriented jobs to multi-skilled professional positions. He tells how local governments have re-engineered business licensing, public schools, human resources, and even a zoo. And at the federal level he reveals how issuing passports, managing programs in national forests, delivering IRS services, and even operating the massive Defense Logistics Agency were all effectively redesigned with the customer in mind.

Edition details

• Publisher: Jossey-Bass
• Publication date: 1994
• Language: English
• ISBN 10: 078790015X
• ISBN 13: 9780787900151
• Binding: Hardcover
• Edition number: 1
• Number of pages: 320