Topic: Operations

  • February 27, 2017
  • Operational Excellence in Government

This resource is part of the Ash Center's Operational Excellence in Government Project.

Overview

Much of government work focuses on the “what,” and not the “how.” Often unseen by the public, the functional operations within government are the central wheelhouse to enhancing performance and generating change. The Operations topic addresses the variety of processes that ensure day-to-day success within government, including elements such as process changes, organizational structure, ancillary office operations, privatization, shared services, procurement, and customer service.

Subtopics include

  •     Ancillary office operations, including mailrooms, printing, postage, and laundry usage
  •     Customer service
  •     Legal and policy
  •     License and permits
  •     Organizational change, including office or department creation, expansion, consolidation, and elimination
  •     Privatization
  •     Process change
  •     Procurement
  •     Programming, including program creation, expansion, consolidation, and elimination
  •     Service processes
  •     Shared services

Related Reports

Operations Reports

Related Resources

Operations Reports, Case Studies, and Papers

Related Research

Implementing Federal Procurement Reform
Steven Kelman
Ash Center for Democratic Governance and Innovation, Harvard Kennedy School
2002

Local Government Stimulation of Broadband: Effectiveness, E-Government, and Economic Development
David Clark, Sharon Gillett, William Lehr, Marvin Sirbu, Jane E. Fountain
National Center for Digital Government, Harvard Kennedy School
2003

Remaking Federal Procurement
Steve Kelman
Ash Center for Democratic Governance and Innovation, Harvard Kennedy School
2002

Summary of "Customer Service: Back to Basics is Better" by Doug Clark
Stephen Goldsmith
Ash Center for Democratic Governance and Innovation, Harvard Kennedy School
2006

Summary of "Government Concerns over Contractor Team Formation: Is the Message Consistent?" by Michael W. Mutek
Stephen Goldsmith
Ash Center for Democratic Governance and Innovation, Harvard Kennedy School
2006

Summary of "Managing the Public Service Market" by Trevor L. Brown and Matthew Potoski
Stephen Goldsmith
Ash Center for Democratic Governance and Innovation, Harvard Kennedy School
2006

Related Innovations

Accountability, Consolidation, and Transparency Initiative
DuPage County, IL
2015 Innovations in American Government Awards Semifinalist  

Go Code Colorado
State of Colorado
2015 Innovations in American Government Awards Bright Idea

Nationwide Multi-State Licensing System and Registry
State Regulatory Registry
2015 Innovations in American Government Awards Semifinalist

Online Property Assessment Appeal System
Monmouth County, NJ
2015 Innovations in American Government Awards Bright Idea