Workbook For Seamless Government

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Table of Contents

Preface
Acknowledgments
The Author

PART 1

Preparing for Real Change

1 Overview of Seamless Government Concepts
2 Preconditions for Major Change
3 Key Roles When Redesigning
4 The Steering Team Takes the Lead

PART 2

Redesigning Your Work Process

5 Four Steps to Redesigning Key Processes
6 Mapping the Current Process
7 Establishing Desired Outcomes
8 Setting Your Stretch Objective
9 Designing from a Clean Sheet
10 Writing and Making Your Business Case

PART 3

Ensuring Successful Implementation

11 Communicating and Marketing Your Project
12 Building a Bridge from Design to Implementation

After word

Appendixes

A Focus Group Example
B Stakeholder Gap Analysis
C Benchmarking Steps
D Exercises for Doing Out-of-the-Box Thinking
E Value-Added Analysis
F Network Planning Techniques


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