21st century change in government -governors career conference
DESCRIPTION
Technology, Information and People describe three key components of 21st century change in govenment. Learn what the government professional can do to manage them to enhance success for your organization.TRANSCRIPT
04/12/23 Governor's Career Conference 2001
1
Understanding Change in Government for the 21st Century
Governor’s Career Conference 2001
Nick Mandel, Quality Coordinator
State Highway and Transportation Department
04/12/23 Governor's Career Conference 2001
2
Understanding Change in Government for the 21st Century
Overview of the Changes in Government Technology
Information
People
04/12/23 Governor's Career Conference 2001
3
Understanding Change in Government for the 21st Century
Overview of the Changes in Government
PARADIGM SHIFT
04/12/23 Governor's Career Conference 2001
4
Understanding Change in Government for the 21st Century
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
04/12/23 Governor's Career Conference 2001
5
Understanding Change in Government for the 21st Century
Overview of the Changes in Government
PARADIGM SHIFTBusiness
OrganizationsSocial
Public Sector
04/12/23 Governor's Career Conference 2001
6
Understanding Change in Government for the 21st Century
SOME HARMFUL PARADIGM BELIEFS
Good Enough for Government
Not in my Job Description
We don’t have Customer’s in government
04/12/23 Governor's Career Conference 2001
7
Understanding Change in Government for the 21st Century
PARADIGMS IN GOVERNMENT
Stable BureaucraciesTraditional Work ProcessesMediocre ServicesEver-Expanding BudgetsCommand & Control’Rules & Regulations
04/12/23 Governor's Career Conference 2001
8
Understanding Change in Government for the 21st Century
PARADIGMS IN GOVERNMENT
Stable Bureaucracies Traditional Work
Processes Mediocre Services Ever-Expanding
Budgets Command & Control Rules & Regulations
NEW PARADIGMS IN GOVERNMENT TODAY
Rapid Change Information Age
Technologies Public expects
Quality Severe Fiscal
Constraints Results
04/12/23 Governor's Career Conference 2001
9
Understanding Change in Government for the 21st Century
PARADIGM SHIFT
Information Age Technology
04/12/23 Governor's Career Conference 2001
10
Understanding Change in Government for the 21st Century
Traditional Work Processes-vs. Information Age
Technology We Can Now Do More with Less
Less People More Powerful Technology
Less Expense
04/12/23 Governor's Career Conference 2001
11
Understanding Change in Government for the 21st Century
Paradigm Shift- Technology We Can Now Do More with Less
EXAMPLE: IN 1900, 40 out of every 100 workers produced raw food to feed Americans. Today, 3 out of 100 workers are needed with food leftover to feed much of the world.
04/12/23 Governor's Career Conference 2001
12
Understanding Change in Government for the 21st Century
Information Age Technology Computers, e-mail Fax Machines Software Programs PDA’s Cell Phones Internet Access
Today’s high tech tools will lead to even higher tech tools of tomorrow
04/12/23 Governor's Career Conference 2001
13
Understanding Change in Government for the 21st Century
Paradigm Shift- TechnologyWe Can Now Do More with Less
Law Enforcement Personnel and I.T. Equipment
04/12/23 Governor's Career Conference 2001
14
Understanding Change in Government for the 21st Century
Paradigm Shift- Technology
We Can Now Do More with Less
Transportation- in New Mexico
Intelligent Transportation Systems (ITS)
04/12/23 Governor's Career Conference 2001
15
Understanding Change in Government for the 21st Century
Paradigm Shift- Technology We Can Now Do More with Less
New Jersey Environmental Regulation On- line process through customized
software programs
04/12/23 Governor's Career Conference 2001
16
Understanding Change in Government for the 21st Century
Paradigm Shift- Technology We Can Now Do More with Less
E- Commerce will become E- Government
04/12/23 Governor's Career Conference 2001
17
Understanding Change in Government for the 21st Century
Paradigm Shift- Technology We Can Now Do More with Less
E- Government Government to Citizens
Government to Regulators Government to Government
Government Management
04/12/23 Governor's Career Conference 2001
18
Understanding Change in Government for the 21st Century
PARADIGM SHIFT --
Information
04/12/23 Governor's Career Conference 2001
19
Understanding Change in Government for the 21st Century
PARADIGM SHIFT – Information
Technology provides more Information
04/12/23 Governor's Career Conference 2001
20
Understanding Change in Government for the 21st Century
PARADIGM SHIFT - Information
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
04/12/23 Governor's Career Conference 2001
21
Understanding Change in Government for the 21st Century
PARADIGM SHIFT - Information
Information supply available to us doubles every 5 years
Wealth once based on the capital now based on information & knowledge
GM vs. Microsoft
04/12/23 Governor's Career Conference 2001
22
Understanding Change in Government for the 21st Century
PARADIGM SHIFT - Information
Since 9.11.01
Government will be expected to “Share” information more
04/12/23 Governor's Career Conference 2001
23
Understanding Change in Government for the 21st Century
PARADIGM SHIFT - InformationSince 9.11.01
Immigration EnforcementHealth Data BasesLicensing and Regulation Child Health Care & Support Labor and Employment Records
All between Federal, State and Local Governments
04/12/23 Governor's Career Conference 2001
24
Understanding Change in Government for the 21st Century
PARADIGM SHIFT - InformationKnowledge management is the new trend
in software and human resources Industrial Age, Information Age, Communications Age, and
Knowledge Age
04/12/23 Governor's Career Conference 2001
25
Understanding Change in Government for the 21st Century
PARADIGM SHIFT - Information
Not the Information, but the application of that information that creates the knowledge
04/12/23 Governor's Career Conference 2001
26
Understanding Change in Government for the 21st Century
Government workers using technology will have information and:
collecting, analyzing, structuring, storing, retrieving, updating, integrating, this information to create…
Knowledge
04/12/23 Governor's Career Conference 2001
27
Understanding Change in Government for the 21st Century
PARADIGM SHIFT - Information
Not the Information but the application that creates the knowledge
data + information+skills = knowledge
04/12/23 Governor's Career Conference 2001
28
Understanding Change in Government for the 21st Century
PARADIGM SHIFT – People
Diversity Education Expectations
04/12/23 Governor's Career Conference 2001
29
Understanding Change in Government for the 21st Century
PARADIGM SHIFT – The People We Serve
Because of the Technology and Information available our customers will no longer subscribe to the “Business as Usual” method
04/12/23 Governor's Career Conference 2001
30
Understanding Change in Government for the 21st Century
PARADIGM SHIFT – People “Government needs to operate in a less
autocratic way….”
Steven Goldsmith, former Mayor of Indianapolis
04/12/23 Governor's Career Conference 2001
31
Understanding Change in Government for the 21st Century
PARADIGM SHIFT – People
“Citizens don’t like waiting in lines, taking off from work having to stop at
a number of offices…..the ability to get the information and transact
business at their own convenience makes for a happier citizen”
Tim Oliver, Economic Development, Rock Island Il.
04/12/23 Governor's Career Conference 2001
32
Understanding Change in Government for the 21st Century
PARADIGM SHIFT – People
IRS
Improve Customer Service
Greg Woods- Former New Mexican
04/12/23 Governor's Career Conference 2001
33
Understanding Change in Government for the 21st Century
PARADIGM SHIFT – People
Looked to Industry Benchmarks
Ritz Carlton Hotels
Disney
04/12/23 Governor's Career Conference 2001
34
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
04/12/23 Governor's Career Conference 2001
35
Understanding Change in Government for the 21st Century
PARADIGM SHIFT – The People we Serve
The Result? One of the best customer satisfaction rates
for the era from the Federal Government
04/12/23 Governor's Career Conference 2001
36
Understanding Change in Government for the 21st Century
PARADIGM SHIFT – The People we Serve
IRS since 1999?
Customer Complaints and Congressional Hearings
04/12/23 Governor's Career Conference 2001
37
Understanding Change in Government for the 21st Century
PARADIGM SHIFT – The People within Government
A different level of leadership, management and supervision
04/12/23 Governor's Career Conference 2001
38
Understanding Change in Government for the 21st Century
Traditional Supervision Paradigm
Direct People Make Decisions Train People Manage and Direct React to Change
04/12/23 Governor's Career Conference 2001
39
Understanding Change in Government for the 21st Century
Traditional Supervision Paradigm
Direct People Make Decisions Train People Manage and Direct React to Change
New Supervision
Paradigm
Involve and seek input from people Seek Input /Explain Decisions Develop/Expand/Broaden People Facilitate/ Coordinate/ Synchronize Implement/Influence/Foresee
Change
04/12/23 Governor's Career Conference 2001
40
Understanding Change in Government for the 21st Century
Since 9.11.01A different attitude toward public service
04/12/23 Governor's Career Conference 2001
41
Understanding Change in Government for the 21st Century
Paradigm Shift in TechnologyInformation
People
is Evident in What Government is Doing
04/12/23 Governor's Career Conference 2001
42
Understanding Change in Government for the 21st Century
Paradigm Shift Evident in What We Do---
TQM or Quality in Government Services
Performance Based Budgeting
E-Government
Citizens as Customers
04/12/23 Governor's Career Conference 2001
43
Understanding Change in Government for the 21st Century
Paradigm Shift Evident in What We Do---
TQM or Quality in Government Services
Baldrige Criteria for Performance Excellence
04/12/23 Governor's Career Conference 2001
44
Understanding Change in Government for the 21st Century
Baldrige Criteria for Performance Excellence
1) Leadership
2) Strategy
3) Customer Focus
4) Information & Analysis
5) Human Resources
6) Process Management
7) Business Results
04/12/23 Governor's Career Conference 2001
45
Understanding Change in Government for the 21st Century
Paradigm Shift Evident in What We Do---
Performance Based Budgeting
Accountability in Government Act
(New Mexico)
Government Performance Results Act
(Federal Government)
04/12/23 Governor's Career Conference 2001
46
Understanding Change in Government for the 21st Century
Paradigm Shift Evident in What We Do---
Performance Based Budgeting
Outputs,
Quality
Efficiency and
Outcomes
What are we getting for the Money????
04/12/23 Governor's Career Conference 2001
47
Understanding Change in Government for the 21st Century
Paradigm Shift Evident in What We Do---
Performance Based Budgeting
All Federal Agencies
Many State and Local Governments
Non-profit Agencies
04/12/23 Governor's Career Conference 2001
48
Understanding Change in Government for the 21st Century
Paradigm Shift Evident in What We Do---
Customers---
We now recognize we all have customers
Both internal and external
04/12/23 Governor's Career Conference 2001
49
Understanding Change in Government for the 21st Century
Paradigm Shift Evident in What We Do---
E-GovIt’s not the Technology, but it’s Application
Why Microsoft is more valuable then GM
04/12/23 Governor's Career Conference 2001
50
Understanding Change in Government for the 21st Century
Sources to help Implement your own change
Reinventing Government- David Osborne & Ted Gaebler
Banishing Bureaucracy- David Osborne & Peter Plastrik
Seamless Government Workbook- Russell Linden
Reinventing Government Facilitators Guide - David Osborne & Victor Rivera
The Reinventor’s Field book- David Osborne & Peter Plastrik
04/12/23 Governor's Career Conference 2001
51
Understanding Change in Government for the 21st Century
Websites to help Implement your own change
Quality New Mexico/ www.qualitynewmexico.org
Governing Magazine
www.governing.com
Institute for Government Innovation
www.ksg.harvard.edu/innovations
American Productivity and Quality Center
www.apqc.org
04/12/23 Governor's Career Conference 2001
52
Understanding Change in Government for the 21st Century
Technology, Information and People are Changing the Public Sector for the Better
What will you do?