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Improving Processes… to Change How Customers View the Government

Improving Processes… to Change How Customers View the Government

The days of ‘because this is the way we have always done it’ are over. Agencies face demands to be more mission-focused and customer-centric.

While ‘innovation’ is the word of the day, leaders are forgetting the power of documenting, measuring, and improving processes across Government – and the link to supporting the mission. It is time to go back to the basics of process improvement since it is common that funding is not available to improve the information technology systems that can help make more dramatic improvements.