Critical Read

Planning for the challenges of citizen-centric government innovation

agile (Elnur/Shutterstock.com) 

What: A new report from the IBM Center for the Business of Government on how government agencies can use innovative methods and tools to transform operations and better serve their customers.

Why: While technology can help agencies innovate, "the real roadblock is knowing how to fix the problems citizen experience when they interact with government." Professor Andrew Whitford, of the University of Georgia's School of Public and International Affairs, explores four specific methods for focusing on citizen experience and the challenges that often come with adopting them. Case studies illustrate how federal and state agencies have approached each method, and Whitford then details the key considerations for other agencies looking to follow. 

Verbatim: "In the long run, the provision of public services can benefit greatly if it takes on some of the behaviors we see in methodologies like Agile, Lean Production, Design Thinking, and the Lean Startup.

The long-run benefits will come from organizations that can overcome significant challenges from a lack of coordination, from the need for change agents, from varying time horizons, or from dissensus about the problem and its solution."

Full Report: http://www.businessofgovernment.org/report/transforming-how-government-operates-four-methods-change

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