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Everyone says “process” when they talk about transforming government, as if knowing a process makes one able to reengineer something. But the term is implying that what we know what is real activities going on day-to-day. It seems unlikely! What is real is the work culture; the informal rules by which we do something, and get something done. There may be a formal “process’ that we simplify and document, but isn’t that just an abstraction of reality? Let’s consider dumping “process” documentation and focus on visible, measurable unique workflows that we review in terms of what any employee can try to improve, within the culture. What do you think is the about the use of “process” plans in government?
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