Key Insights

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  At the IRS, despite its massive user base, there were initially zero dedicated UX professionals, reflecting the challenge of integrating design in rigid government structures.

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  Government agencies develop strict rules and controls often as reactions to isolated incidents, creating a high-risk environment for creative work.

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  Strategic communication involves adopting different 'faces' or mindsets tailored to engage effectively with various departments like finance, legal, and HR.

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  Deep technical understanding and skill-building within the domain are essential for operations leaders to gain trust and influence decisions.

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  Effective risk management requires knowing when and how to push back while using political capital or 'risk budget' judiciously.

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  Building internal and external alliances is crucial for navigating bureaucratic constraints and extending organizational capability.

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  Involving team members early and transparently in change initiatives prevents resistance and builds shared ownership of new processes.

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  Operational excellence means making the organization easy to work within, easy for customers to engage with, and transparent in processes.

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  A design operations leader’s role includes facilitating project staffing that aligns with people’s skills and professional growth goals.

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  When faced with transformational but unfamiliar projects, relying on established best practices like risk assessment and coalition-building helps mitigate uncertainty.

Notable Quotes