The Many Faces of Operations

Key Insights

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  The IRS had zero dedicated UX or design experts despite serving 150 million households annually.

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  Government’s risk-averse culture often stems from reactions to isolated incidents, leading to persistent procedural roadblocks.

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  The IRS video review board, established in response to a $60,000 video spoof controversy, still governs all video productions seven years later.

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  Building multiple communication 'faces' tailored to different organizational stakeholders is essential to advance design operations inside government.

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  Deep understanding of program details, such as Earned Income Tax Credit transaction codes, builds credibility and confidence in leadership.

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  Assessing risk appropriately and using political capital strategically enables pushing back on restrictive policies without jeopardizing trust.

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  Forming alliances both inside (CFO, CIO, legal, HR) and outside (community groups) the organization can extend capacity and influence.

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  Soliciting feedback is crucial not only for improving solutions but for preparing people mentally and emotionally for upcoming changes.

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  Operational excellence means making your organization easy to work with internally, externally, and in delivering value, involving everyone in the effort.

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  In large transformations, mixing internal staff with consultants and gradually involving employees helps manage capacity and skills gaps effectively.

Notable Quotes