Seamless Government: A Practical Guide to Re-Engineering in the Public Sector / Edition 1

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All organizations are struggling to meet the tough new competitive standards of the 1990s—speed, convenience, efficiency, increased productivity—standards that help them stay competitive, flexible, and profitable. Re-engineering is a new concept that is revitalizing many organizations—going beyond managerial innovations such as total quality management, to the radical redesign of entire systems. In this book, Russell M. Linden shows how to apply re-engineering to all levels of government, creating organizations focused on desired outcomes—serving its customers, the public. Seamless Government tells how to re-engineer government agencies to meet the needs of its customers "seamlessly" that is, in a smooth, effortless, responsive manner. The author details a step-by-step approach for re-engineering in all levels of government, explaining how to assess, design, and implement radical changes in the way government does business—and how to overcome resistance along the way. Throughout the book the author illustrates his principles with case examples from all levels of government, from local program delivery to federal regulatory agencies. He shows, for instance, how a state government improved its unemployment services by moving from control-oriented jobs to multi-skilled professional positions. He tells how local governments have re-engineered business licensing, public schools, human resources, and even a zoo. And at the federal level he reveals how issuing passports, managing programs in national forests, delivering IRS services, and even operating the massive Defense Logistics Agency were all effectively redesigned with the customer in mind.

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Editorial Reviews

From the Publisher
"Seamless Government is full of fresh insights and illuminating examples. For readers outside the government, it will be a valuable guide to the ongoing struggle to improve the performance of public bureaucracies. For those inside the government (or other large organizations), it will be an indispensable how-to manual." (James Fallows, Washington editor, The Atlantic Monthly, and author of Looking at the Sun)
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Product Details

Meet the Author

RUSSELL M. LINDEN Ph.D., is principal of Russ Linden &Associates, a management consulting firm that focuses on publicsector innovations. His clients have included the National Academyof Sciences, the Internal Revenue Service, the Departments of theArmy and Navy, the National Academy of Public Administration, theFBI Academy, and more than three dozen state and local governmentagencies. He is the author of From Vision to Reality: Strategies ofSuccessful Innovators in Government (1990).

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Table of Contents


1. The Quiet Revolution in American Government.

2. The Evolution of Work in Public and Private Bureaucracies.

3. A New Approach to Work: Re-Engineering and the SeamlessOrganization.


4. Principles of Re-Engineering.

5. Setting the Stage for Re-Engineering.

6. Re-Engineering Step-by-Step.

7. Overcoming Public Sector Constraints.

8. Aligning Systems to Support Seamless Work.


9. Re-Engineering Lessons from Two Agencies.

10. Getting Started on Re-Engineering.

Conclusion: Working Without Walls.

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