Navigating Chaos: Adaptive Case Management as the Key to Realizing 10x Government Goals
The views expressed are those of the author and do not necessarily reflect the views of ASPA as an organization.
By Bill Brantley
April 19, 2024
Public administration is at a crossroads, grappling with the challenges and possibilities presented by evolving management theories and rapid digital technologies. The concept of ’10x Government’, as outlined in Deloitte’s Government Trends 2024 report, offers a radical path. It suggests governments can revolutionize their services and operations tenfold through innovative technology and policy changes. However, the existing organizational theories such as the ‘garbage can model’ and ‘repair shop’ concept and the promising practice of ‘adaptive case management’, play a pivotal role in either hindering or facilitating this transformative change.
10x Government Defined
The Deloitte report on ’10x Government’ explores the potential of advanced technologies and innovative management practices to enhance government efficiency and service delivery by ten times or more. It proposes that governments can achieve these ’10x improvements’ in various domains, including operational efficiency, customer service and mission outcomes, by strategically integrating technology, policy and collaborative ecosystems. This vision is underpinned by real-world examples, such as Houston’s significant reduction in homelessness and India’s swift financial inclusion through the Aadhaar system. The report underscores the significance of technologies like AI and cloud computing, human-centered design and cross-sector collaboration in realizing these ambitious goals. It reflects a compelling global shift towards agile, resilient and proactive government structures, inspiring and motivating the audience to embrace these practices.
Challenges Posed by the Garbage Can Model and Repair Shop Concept
The “garbage can model” shows how decisions are made randomly and messy when problems, solutions, people and choices mix in unforeseen ways. This model, which matches the disorder of many public sector organizations, goes against the “10x Government” vision, which needs accuracy, reliability and strategic technology and policy coordination. The garbage can model’s unpredictable and accidental decision-making could hurt the consistent and scalable application of new technologies and workflows to achieve tenfold improvements.
Likewise, the “repair shop” idea in public administration means the parts of government meant to fix and resolve systemic problems and unexpected challenges. These units usually work after the fact rather than before it, which can slow down the pace needed for the rapid and radical changes imagined in a 10x Government. While essential for immediate solutions, these repair methods may not have the coordination and vision to support lasting innovation and efficiency at the suggested level.
Overcoming Challenges To 10x Government Through Adaptive Case Management
Adaptive case management (ACM) provides a strong structure for dealing with the difficulties that the garbage can model and the repair shop concept create. By allowing skilled workers to handle different cases dynamically with flexible, context-sensitive tools, ACM can change disorderly and responsive situations into opportunities for proactive and strategic action. Here are some ways that ACM can be crucial:
- ACM makes the garbage can model’s random problem-solution matches into specific responses that use fresh data and insights. This change from chaos to customization helps make decisions based on the latest and most pertinent information, matching the 10x Government’s focus on data-driven and technology-enhanced governance.
- Instead of the conventional approach of fixing problems after they occur, ACM promotes active case management. ACM is accomplished by holistically forecasting and integrating information, enabling government entities to foresee and resolve challenges before they worsen. ACM reduces the chance of delays and supports the 10x Government’s aim of smooth, forward-looking service delivery.
- ACM systems are naturally scalable, able to adjust to different levels of complexity and scale up as needed. This scalability ensures that the case management processes grow along with government initiatives, such as those that focus on enhancing digital infrastructure or incorporating AI technologies, supporting broad and lasting growth as envisioned in the 10x Government framework.
- ACM can help improve collaboration between agencies and stakeholders by making data collection and analysis more structured and purposeful. This improved collaboration is essential for creating and maintaining the ecosystem and cross-sector partnerships are key to achieving 10x improvements in public sector performance.
The 10x Government Promise of Adaptive Case Management
Adaptive Case Management (ACM) helps governments make better decisions and fix problems more effectively. ACM uses data, analytics and flexible workflows to deal with complex and specific challenges. This strategy makes the government more organized, efficient and proactive, matching the 10x Government initiative’s goal of improving government performance by ten times.
ACM streamlines existing procedures and fosters an environment ripe for innovation and superior service delivery. It equips government workers with the tools and information to anticipate and resolve issues before they become problematic, ensuring that government services are delivered faster and more reliably. This proactive stance is crucial for avoiding the inefficiencies and delays that plague traditional bureaucratic processes.
ACM catalyzes achieving the 10x Government vision by transforming public sector operations from reactive and disorganized to proactive, strategic and optimized for high performance. The integration of ACM into public administration paves the way for not just incremental improvements but exponential advancements, setting a new standard for excellence and innovation in government services.
Author: Dr. Bill Brantley is the President and Chief Learning Officer for BAS2A, an instructional design consultancy for state and local governments. He also teaches at the University of Louisville and the University of Maryland. His opinions are his own and do not reflect those of his employers. You can reach him at https://www.linkedin.com/in/billbrantley/.
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Navigating Chaos: Adaptive Case Management as the Key to Realizing 10x Government Goals
The views expressed are those of the author and do not necessarily reflect the views of ASPA as an organization.
By Bill Brantley
April 19, 2024
Public administration is at a crossroads, grappling with the challenges and possibilities presented by evolving management theories and rapid digital technologies. The concept of ’10x Government’, as outlined in Deloitte’s Government Trends 2024 report, offers a radical path. It suggests governments can revolutionize their services and operations tenfold through innovative technology and policy changes. However, the existing organizational theories such as the ‘garbage can model’ and ‘repair shop’ concept and the promising practice of ‘adaptive case management’, play a pivotal role in either hindering or facilitating this transformative change.
10x Government Defined
The Deloitte report on ’10x Government’ explores the potential of advanced technologies and innovative management practices to enhance government efficiency and service delivery by ten times or more. It proposes that governments can achieve these ’10x improvements’ in various domains, including operational efficiency, customer service and mission outcomes, by strategically integrating technology, policy and collaborative ecosystems. This vision is underpinned by real-world examples, such as Houston’s significant reduction in homelessness and India’s swift financial inclusion through the Aadhaar system. The report underscores the significance of technologies like AI and cloud computing, human-centered design and cross-sector collaboration in realizing these ambitious goals. It reflects a compelling global shift towards agile, resilient and proactive government structures, inspiring and motivating the audience to embrace these practices.
Challenges Posed by the Garbage Can Model and Repair Shop Concept
The “garbage can model” shows how decisions are made randomly and messy when problems, solutions, people and choices mix in unforeseen ways. This model, which matches the disorder of many public sector organizations, goes against the “10x Government” vision, which needs accuracy, reliability and strategic technology and policy coordination. The garbage can model’s unpredictable and accidental decision-making could hurt the consistent and scalable application of new technologies and workflows to achieve tenfold improvements.
Likewise, the “repair shop” idea in public administration means the parts of government meant to fix and resolve systemic problems and unexpected challenges. These units usually work after the fact rather than before it, which can slow down the pace needed for the rapid and radical changes imagined in a 10x Government. While essential for immediate solutions, these repair methods may not have the coordination and vision to support lasting innovation and efficiency at the suggested level.
Overcoming Challenges To 10x Government Through Adaptive Case Management
Adaptive case management (ACM) provides a strong structure for dealing with the difficulties that the garbage can model and the repair shop concept create. By allowing skilled workers to handle different cases dynamically with flexible, context-sensitive tools, ACM can change disorderly and responsive situations into opportunities for proactive and strategic action. Here are some ways that ACM can be crucial:
The 10x Government Promise of Adaptive Case Management
Adaptive Case Management (ACM) helps governments make better decisions and fix problems more effectively. ACM uses data, analytics and flexible workflows to deal with complex and specific challenges. This strategy makes the government more organized, efficient and proactive, matching the 10x Government initiative’s goal of improving government performance by ten times.
ACM streamlines existing procedures and fosters an environment ripe for innovation and superior service delivery. It equips government workers with the tools and information to anticipate and resolve issues before they become problematic, ensuring that government services are delivered faster and more reliably. This proactive stance is crucial for avoiding the inefficiencies and delays that plague traditional bureaucratic processes.
ACM catalyzes achieving the 10x Government vision by transforming public sector operations from reactive and disorganized to proactive, strategic and optimized for high performance. The integration of ACM into public administration paves the way for not just incremental improvements but exponential advancements, setting a new standard for excellence and innovation in government services.
Author: Dr. Bill Brantley is the President and Chief Learning Officer for BAS2A, an instructional design consultancy for state and local governments. He also teaches at the University of Louisville and the University of Maryland. His opinions are his own and do not reflect those of his employers. You can reach him at https://www.linkedin.com/in/billbrantley/.
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