Topic: Operations

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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 

Photo credit: Remko van Dokkum / CC BY

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Related Research

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

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