Public sector organizations face increasing pressure to ensure that programs are well managedand results-oriented, and meet the needs of their constituents—namely, the Americanpublic. Citizens expect and deserve quality services in return for their investment (i.e., taxdollars) whether they are receiving Social Security checks, undergoing medical treatmentat veterans’ hospitals, obtaining assistance in response to natural disasters, visiting nationalparks, or receiving any other government services at the federal, state, or local level.
In my over 47 years of federal service I was involved in a number of projects similar to this but on a less grandious scale. The problem is in all but one case, they were top down and failed to achieve their goals. The lack of understanding of the tactical part of government, by this I mean what is the effect on field delivery. The one exception was Al Gore's reinventing government that encouraged field involvement and you can see it's positive effect is still alive here in the boondocks.