Understanding Change In Government For Elected Officials
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Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
Three Key Topics
Public Officials Should Understand
About Change in the Government Sector
Nick Mandel New Mexico Public Strategy Group
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
Overview of the Changes in Government
• Technology
• Information
• People
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
PARADIGM SHIFT
“A Paradigm is a set of assumptions about reality- an accepted model or pattern- that explained the world better than any other set of assumptions.”
From Thomas Kuhn, The Structure of Scientific Revolutions
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
PARADIGM SHIFT•Business•Organizations•Social•Public Sector
Understanding Change in Government for the 21st Century
PAST• We Don’t Have
Customer’s• Not in my Job Description
(Traditional Work Processes)
• Mediocre Services (Good Enough)
• Ever-Expanding Revenue & Budgets
• Command, Control, Rules & Regulations
CURRENT• We All Serve Someone
–Internal or External• Information Age
Technologies• Public expects Quality• Severe Fiscal • Constraints• Results
PARADIGMS IN GOVERNMENT
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
PARADIGM SHIFT IN INFORMATION AGE
TECHNOLOGY
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
Traditional Work Processesvs. Technology
We Can Now Do More with Less
Less People Less Time Less Expense
Information Age Technology
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
• CRM – Customer Relations Management or Citizen Relations Management
• Geographic Information Systems/Global Positioning Systems GIS/GPS
• Customized Web Portal Services
Information Age TechnologyWe Can Now Do More with Less
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
• City of Des Moines-Use of CRM to Analyze Most Important Services
• Chicago Police- Use of GIS for Information Collection for Automated Mapping (ICAM)
• Virginia, California, Michigan, etc –
Customized Portal Web Service
Information Age TechnologyWe Can Now Do More with Less
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
Virginia’s Customized Portal Web Service
Information Age TechnologyWe Can Now Do More with Less
Customer Service: Welcome to the Commonwealth of Virginia Online Help. How may I assist?
Customer: Yes, I want to know why Virginia is commonwealth rather then a state. Can you help?
Customer Service: A definition is listed on the Commonwealth site at www.commonwealth.state.va.us Would you like me to push your web browser to that site?
Customer: Yes, please.
Customer Service: You’re welcome and thanks for visiting.
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
E- Commerce and B2B will become
E- Government
Information Age TechnologyWe Can Now Do More with Less
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
E- Government Website• Government to Citizens G2C• Government to Business G2B• Government to Government G2G• Government Management
Source: Center for Technology in Government, State University of New York
Information Age TechnologyWe Can Now Do More with Less
Understanding Change in Government for the 21st Century
Sixty-eight million Americans now report they've used Web sites of government agencies -- up from 40 million such users two years ago, according to a new report from the Pew Internet & American Life Project.
Source: Pew Internet & American Life Project Survey
Information Age TechnologyWe Can Now Do More with Less
Understanding Change in Government for the 21st Century
Source: Pew Internet & American Life Project Survey
Percentages of Users who say Local Government Website improve
interaction
11%
19% 18%
48%
0%
10%
20%
30%
40%
50%
60%
A Lot Some Only aLittle
Not at All
How Government Site Users Rate the Sites- Rating of Excellent/Good
76% 76%
62%
0%
20%
40%
60%
80%
FederalGovernment
StateGovernment
LocalGovernment
Information Age TechnologyWe Can Now Do More with Less
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
PARADIGM SHIFT IN USE OF INFORMATION
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
Technology provides
more Information
Information
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
A weekday edition of the New York Times contains more information than the average person was likely to come across in the a lifetime during the 17th century England
We all have too much information to absorb and process
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
Since 9.11.01• Immigration Enforcement• Health Data Bases• Licensing and Regulation • Child Health Care & Support • Labor and Employment Records• All between Federal, State and Local
Governments
Information
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
Whom has more value, General Motors or Microsoft?
Why?
Information
Information supply available to us doubles every 5 years
Understanding Change in Government for the 21st Century
GM vs. Microsoft
Why?
Wealth once based on the capital now based on information & knowledge
Information
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
Knowledge management is the new result of technology & information
• Industrial Age• Information Age• Communications Age• And Knowledge Age
Information
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
Constituent Services will involve Government using technology and information for:collecting,
analyzing, structuring, storing, retrieving, updating,
integrating, to create…Knowledge
Information
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
Not the Information, but the application of that
information that creates the knowledge
Information
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
• Diversity• Education• Expectations
PARADIGM SHIFT PEOPLE
Citizens, Customers, and Business
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
People
• Government to Citizens G2C• Government to Business G2B• Government to Government G2G• Government Management
Source: Center for Technology in Government, State University of New York
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
Are expecting an Amazon- Fed Ex Mentality
Because of the Technology and Information available our customers will no longer
subscribe to the “Business as Usual” method
People
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
IRS Improved Customer Service
By looking at Industry Benchmarks
Ritz Carlton Hotels and Disney Greg Woods - Former New Mexican
People
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
IRS Created and Posted Performance Standards in Offices
• You will be treated with courtesy every time• We will give you the information needed…• We will refer you to other programs…• You will reach us the first time you try our 800
number
People
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
The Result?
One of the best customer satisfaction rates for the era from the Federal Government
People
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
IRS since 1999?
Customer Complaints and Congressional Hearings
People
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
PARADIGM SHIFT
The People within Government
A different level of leadership, management and supervision
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
Traditional Supervision Paradigm
• Direct People• Make Decisions• Train People• Manage and Direct• React to Change
People
Understanding Change in Government for the 21st Century
Traditional Supervision
• Direct People• Make Decisions• Train People• Manage and Direct• React to Change
New Supervision
• Involve and seek input
from people• Seek Input /Explain
Decisions• Develop/Expand/Broaden
People• Facilitate/ Coordinate/
Synchronize• Implement/Influence/
Foresee Change
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
Paradigm Shift in •Technology
•Information
•People
is evident in what Government is doing
People
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
• TQM or Quality in Government Services• Performance Based Budgeting• E-Government • Citizens as Customers
People
Association of Counties Better Informed Public Officials
Understanding Change in Government for the 21st Century
“Your role as an elected official represents a trust from the public. As such, whether you have been re-elected, newly elected or returning to public services, it is important to provide for an orderly transition to build on. And it is important to build on the qualities of public stewardship, whatever your beliefs.”
People
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