access, 16
ACCESS customer service center, 20–21
accountability, 90–91
accountability plans, 77
accrediting expertise, 150
advocacy, 85
ambiguous wicked problems, 7–8
American Recovery and Reinvestment Act
common risks, 53–55
gap analysis, 52–53
goals, 49
managing internal controls, 51–52
measuring risk and performance, 50–51
overview, 47–48
risk management plan, 55–56
American Society for Public Administration (ASPA), 81
American Society for Training and Development (ASTD), 109
basic skills, 110
behavior economics, 127
best practices, 76, 86–87
best value performance indicator (BVPI), 177
blogs, 143
BPR. See business process review
budget analysis, 85
Bureau of Labor Statistics (BLS), 25, 111
business plans, 75
business process review (BPR), 20
BVPI. See best value performance indicator
CAA. See Comprehensive Area Assessment
CalWin, 20
CalWORKS, 20
certified public manager (CPM) programs
American Society for Public Administration, 81–83
background, 81–82
best practices, 86–87
ethics and integrity, 83–84
National Certified Public Manager Consortium, 81–82
technical competencies, 84–85
champions, 78
change management, 78
character formation, 95–96
Chief Human Capital Officer (CHCO), 71
chief technology officer (CTO), 125
Citistat
Compstat, 167–168
historical origins, 168–169
overview, 167
structural composition, 169–172
theoretical orientation, 172–173
citizen engagement, 133
City of Southside Place, 7–8
closed model organizations, 27–28
cloud computing, 125
collaborative management, 10–11
collective intelligence, 127
commercial best practices, 76
Committee on Cybersecurity, 125–126
communication infrastructure, 128
communication strategy, 78
Comprehensive Area Assessment (CAA), 177
Comprehensive Performance Assessment (CPA), 177
Compstat, 167–168
computational power, 128
Computer Sciences Corporation (CSC), 128
conceptualization
definition, 3–5
failure to conceptualize externally, 8–9
implementing solutions, 10–11
local government managers, 4–5
small problems, 9–10
steps in addressing a problem, 5
wicked problems, 5–8
councils, 177
CPA. See Comprehensive Performance Assessment
CPM. See certified public manager programs
crime rates, 26
cross-threaded meetings, 17
CSC. See Computer Sciences Corporation
CTO. See chief technology officer
deception, 43
decision forensics, 145
decision-making authority, 149
Department of Defense (DoD), 26
e-connectivity, 137–139
economic downturns, managing during
background, 99–101
change, 104–105
communication, 102–103
control, 103–104
management, 101
efficiency paradox, 30
emotional intelligence, 110
employee feedback, 104
employee opinion, 105
employee workforce committee, 103
Environmental Protection Agency (EPA), 7
ethics, 91
expertise locators, 145–146
Family Resource Center (FRC), 20
Federal Emergency Management Agency (FEMA), 6
federal government decision-making
closed model organizations, 27–28
management behavior, 29–30
maximizing performance, 31–33
measuring productivity, 25–27
open model organizations, 27–28
organizational development, 30–31
overview, 25
Federal Human Capital Survey (FHCS), 118–119
federal managers, behavior of, 29–30
FEMA. See Federal Emergency Management Agency
FHCS. See Federal Human Capital Survey
financial analysis, 85
focus groups, 104
food stamps initiative, 18–22
FRC. See Family Resource Center (FRC)
full-time equivalency (FTE), 32
functional and operational expertise and planning, 84–85
future scan, 75
GAO. See Government Accountability Office
GASB. See Government Accounting Standards Board
General Management System (GMS), 14
GFOA. See Government Finance Officers Association
globalized microbusiness, 127
GMS. See General Management System
GMS 2.0, 23–24
golden thread, 179
Government Accountability Office (GAO), 38, 48
Government Accounting Standards Board (GASB), 180
government contracting, state and local
contract administration, 160
contract document, 157–158
contract performance evaluation, 160–161
make or buy decision, 156–157
overview, 155–156
performance information, 161–162
solicitation, 158
Government Finance Officers Association (GFOA), 84
Government Performance and Results Act (GPRA), 27
government social networking sites, 135–136
GPRA. See Government Performance and Results Act
green IT, 127
HC. See human capital
HCAAF. See Human Capital Assessment and Accountability Framework
HD. See high-definition video
Health and Human Service Agency (HHSA), 13, 15–18
health plan management
appeals process, 67
background, 59
balance, 63–64
communication, 65
contracting process, 65–66
cost drivers, 62–63
Employees Retirement System Board of Trustees, 59
global coverage, 64–65
group benefits program, 60–61
guiding policies, 61–62
keys to success, 63
transparency, 66–67
HHSA. See Health and Human Service Agency
high-definition (HD) video, 137
HR. See human resources
human augmentation, 127
human capital (HC), 71
Human Capital Assessment and Accountability Framework (HCAAF), 71, 75
human resources (HR), 73, 76
ICMA. See International City/County Management Association
idea fixation, 42
inappropriate analogies, 42
information transparency, 128
innovation, 105
integrity, 90, 93
International City/County Management Association (ICMA), 83, 180
interpersonal communication, 85
jams, 143
leadership skills, 110
local area agreement (LAA), 182
management skills, 110
managing matrix organizations, 18
mandated wicked problems, 7
Medi-Cal, 20
microblogging, 134
mirror imaging, 42
mobile robots, 127
moral authority, 96–97
moral decisions, 94
multi-jurisdictional problems, 6
municipal utility district (MUD), 8–9
National Infrastructure Advisory Council, 39
National Oceanic and Atmospheric Administration (NOAA), 135
National Performance Review (NPR), 27
network, 5
new media, 128
NOAA. See National Oceanic and Atmospheric Administration
non-moral decisions, 94
NPR. See National Performance Review
Nuclear Regulatory Commission (NRC), 118
objective standards, 91–93
objectives, defining, 77
obvious wicked problems, 6
OD. See organizational development
Office of Management and Budget (OMB), 27, 39, 47
Office of Management and Budget Program Assessment Rating Tool (OMB-PART), 75
Office of Personnel Management (OPM), 71, 110
OMB. See Office of Management and Budget
OMB-PART. See Office of Management and Budget Program Assessment Rating Tool
open model organizations, 27–28
OPM. See Office of Personnel Management
organizational development (OD), 30–31
organizational integrity, 83
Performance Assessment Rating Tool (PART), 124
performance management (PM)
benchmarking, 180–181
holistic performance management framework, 178–179
importance of, 177–178
partnerships, 181–182
performance culture, 178
reporting, 181
resources and activities, 179–180
software tools, 182–183
personal integrity, 83
plan champion, 77
plan metrics, 76–77
pocket computer/phone, 131–133
President’s Management Agenda (PMA), 27
professional integrity, 83
progress reporting, 78
project management, 78
proportionality bias, 43
public sector productivity, measuring, 25–27
public trust, 90
rational-actor hypothesis, 43
Recovery Act. See American Recovery and Reinvestment Act
required disciplines, 14
RFID, 127
risk management
accurate intelligence, 44
common errors, 42–43
identification, 38
importance of, 37–38
management, 39
measurement, 38–39
national security arena, 39–41
private sector, 41–42
rumor control hotline, 103
SACH. See structured analysis of competing hypotheses
San Diego County case study
ACCESS customer service center, 20–21
background, 13–14
CalWin, 20
CalWORKS, 20
engaging citizens and stakeholders, 22–23
Family Resource Center, 20
food stamps initiative, 18–22
General Management System, 14
GMS 2.0, 23–24
Health and Human Service Agency, 13, 15–18
managing matrix organizations, 18
Medi-Cal, 20
mission-critical goal, 17
surge capacity, 22
sensor mesh networks, 127
Service Efforts and Accomplishments (SEA), 180
SHCP. See strategic human capital planning
single city organization approach, 8
social media and networks, 128
social software, 127
social viral media, 136
staff effectiveness, 84
stakeholders, 149–150
stovepiping, 42
strategic goals, 76
strategic human capital planning (SHCP)
accountable leaders, 73–74
commitments to action, 76–77
definition, 72
future-oriented, 73
implementation, 72
implementation enablers, 77–78
inputs to planning, 75–76
overview, 71
planning model, 74
scope, 72–73
straw polls, 104
strengths, weaknesses, opportunities, and threats (SWOT) analysis, 76
structured analysis of competing hypotheses (SACH), 43
subjective standards, 91–93
surge capacity, 22
SWOT. See strengths, weaknesses, opportunities, and threats analysis
tacit knowledge, 142, 144–145
talent management
economic crisis, 113–114
Federal Human Capital Survey, 118–119
integrated, 112–113
key skill areas, 110–111
leadership, 114–115
opportunities, 117–118
skills gap, 109–110
Web 2.0, 115–117
workforce composition, 111
TCEQ. See Texas Commission on Environmental Quality
TCMA. See Texas City Management Association
technical skills, 110
technological literacy, 85
technology
bandwidth, 128
challenges, 123–124
computing, 128
information, 128
long-term trends, 126–128
near-term trends, 127
short-term trends, 124–126
storage, 127
tera-architectures, 127
Texas City Management Association (TCMA), 83
Texas Commission on Environmental Quality (TCEQ), 86
third-party analysis, 75
town hall meetings, 102
transparency, 133
Twitter, 134–135
U.K Audit Commission, 177
U.S. Postal Service (USPS), 86
Uvalde Recreational Council (URC), 9
video, 136–137
virtual reality, 128
virtual worlds, 127
vision setting, 76
Web 2.0
accrediting expertise, 150
blogs, 143
common cause, 151
decision forensics, 145
decision-making authority, 149
expectations, 147–148
expertise locators, 145–146
implementing, 146–147
importance of, 125, 134, 141–142
jams, 143
learning curve, 148–149
stakeholders, 149–150
tacit knowledge, 142, 144–145
wikis, 143
Web 3.0, 134
webcentricity
citizen engagement, 133
e-connectivity, 137–139
government social networking sites, 135–136
overview, 131
pocket computer/phone, 131–133
social viral media, 136
transparency, 133
Twitter, 134–135
video, 136–137
Web 2.0, 134
Web 3.0, 134
YouTube, 135
wikis, 143
workforce analysis, 75
YouTube, 135
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