Steve Kelman suggests that innovative experiments at state DMVs show the potential for creating dramatically different customer relationships. Read More
Steve Kelman questions whether the culture exists to make China's embrace of startups stick. Read More
Steve Kelman spotlights the way some hospitals are using survey results to radically improve customer service. Read More
Steve Kelman notes that sometimes the most effective efforts are also the easiest. Read More
Steve Kelman calls attention to a private-sector experiment that holds important lessons for federal managers. Read More
Steve Kelman adds another reason for feds to avoid bureaucratese. Read More
Steve Kelman shares a list of top blogs, and makes his own case for why blogging is worth the investment. Read More
Steve Kelman explains why this year's emphasis on performance management could be different. Read More
Steve Kelman spotlights an example of the disincentives government employees have to innovate and over-deliver. Read More
Steve Kelman laments the consequences of ignoring evidence-based public health policies. Read More
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In the latest issue: Looking back on three decades of big stories in federal IT.
Get the full issue
In the latest issue: Looking back on three decades of big stories in federal IT.