No one has more customers than government.
Its vital services including public safety, education and health care (to name a few) are relied on by hundreds of millions of people every day. The room for error is zero. Public servants get little in the way of compliments for doing their work well, but can make it to the front page, above the fold, if they make a mistake. As a result, changing a process that works, even if it is inefficient, anachronistic or opaque, is a hard case to make.
Over time, though, cost-pressure, citizen complaints or some sort of process failure can create energy to revisit the status quo. However, once the go-ahead is received, the tendency is to try to fix everything, all at once. This all-in approach is the result of a number of tendencies in government, or any large organization, and poses a number of key risks.
Keep reading this article at: https://www.fedscoop.com/agile-think-big-start-small-now/
