Is it magic to say that government can make things better for its customers and save money at the same time – continuously?
Government has customers – call them citizens, clients, taxpayers, whatever. As this blog, my own HelpGov web site and many other worthy organisations (but you hunt them down – they might be my competitors!) will tell you, not only is it possible, the two things go together naturally – if you work the right way.
Here’s how to do it.
Understand and apply 10 principles.
- Work is a system
- The purpose of the system is to meet the needs of customers
- Anything that does not add value for customers should be eliminated
- Work flows through the system from suppliers through the organisation to customers
- Flow can be expressed in processes, which should be made as efficient as possible
- All unwanted variation should be eliminated in the delivery of services
- Use all the relevant tools and techniques that are available
- The people who do the work are the best to improve it because they know it best
- The role of managers and leaders is to enable improvement in the system
- Be self-aware (not always easy).
This will be old news to some readers but a foreign language to many in government.
Am I right or wrong? Feel free to add your own comments. I’ll say something about each over the next few weeks.