It’s very often the case that bureaucracies are on ten-year plans or are trying to get plans exactly right. Why do you say bureaucracies fall in love with details and entirely miss the destination? There continues to be an incredible wealth of opportunity and change in bureaucracies when you can highlight how that end user is being affected, whether that’s a customer or a public citizen. At the end of the day, most organizations are designed for how they work internally-they’re siloed, and they’re not designed around the end user that they’re serving. Most bureaucratic problems ultimately have human solutions.
UNDERSTAND DEEPER SYNONYM HOW TO
Got to go through it.” I think we’d all be better off if we acknowledged we were inside bureaucracies, and instead of complaining about it, we learned how to operate within them.
I’m always reminded of the children’s rhyme from We’re Going on a Bear Hunt: “Can’t go over it. Then you can tackle the next most challenging part of the puzzle.ģ.
UNDERSTAND DEEPER SYNONYM PLUS
If you can find that Trojan horse area of the process-where you can get people to buy into change, however small-you can start earning the political capital and trust that you need, plus the understanding of how the organization works and its risk and incentive frameworks. If you can find that Trojan horse area of the process-where you can get people to buy into change, however small-you can start earning the political capital and trust that you need, plus the understanding of how the organization works. It’s better to look at another part of the process, like foster-parent applications, where there’s a lot of room for improving efficiencies without facing oppositional forces. For example, in child welfare, people tend to focus a lot on the chronological start of a process, such as the child-abuse hotline, but that’s the most dangerous part of the process to change-it’s where there are a lot of vested interests, so it’s really scary to make change. The Trojan horse is about looking for the area of the process you’re trying to change that has the least opposition and defensive antibodies. That’s why I encourage you to be the queen on the chessboard and go everywhere that you may need to go to understand how a process really works. That’s why I encourage you to be the queen on the chessboard.īy figuring out that these two parts of the process weren’t connecting, we were able to remove a cumbersome part of the process, with absolutely no opposition, almost overnight. They live in the 19th century.”īy figuring out that these two parts of the process weren’t connecting, we were able to remove a cumbersome part of the process, with absolutely no opposition, almost overnight. Where does the carbon copy paper fit in?” And she said, “Oh, you must have been at child welfare. To my surprise, the woman working at the DMV pulled up an electronic request system and showed me how they process requests that way.
I went over to the DMV, and I asked how they process those kinds of forms. They’re still using this old paper process.”īecause I’m the queen on the chessboard, I did something that that woman couldn’t do. I asked, “Why are you filling out this old form?” And she said, “It’s because the people at the DMV live in the 19th century. The woman was filling out a carbon copy triplicate form-the ones where you press really hard with your pen and go through to the differently colored pages-to request the applicant’s driving record.
I was watching a state welfare officer process foster-parent applications.
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