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Cultural Change Management and Providing Efficient and Effective Citizen Services: USDA Case Study Chris Niedermayer Ass

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Cultural Change Management and Providing Efficient and Effective Citizen Services: USDA Case Study Chris Niedermayer Ass

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    1. Cultural Change Management and Providing Efficient and Effective Citizen Services: USDA Case Study Chris Niedermayer Associate Chief Information Officer for eGovernment October 13, 2004

    2. 2 Meeting Citizen Expectations

    3. 3 Challenges at USDA USDA consists of 29 semi-independent agencies and staff offices USDA agencies: Collectively, have one of the most diverse mission delivery mandates in the Federal Government Have traditionally developed and delivered services independently Occupy virtually every space along the maturity curve Serve a vast group of citizens, businesses, and other government entities worldwide

    4. 4

    5. 5 What is Required To Meet Citizen Expectations? Change in the way Agencies Develop and Deliver Services Both internally and externally Collaborative and blended ventures vs. single agency approaches It’s 90% change management and 10% technology Leverage funding streams to support improvements across the enterprise Empowerment of Employees New skills Incentives for working in teams Focus on results

    6. 6 Sample Strategic Initiative: Grants and Grants Management Solution

    7. 7 USDA Investments Organized to Avoid Unnecessary Duplication, Complexity, and Costs

    8. 8 Components of a Successful Transformation Effort

    9. 9 Key Elements to Consider Establish a Framework for Change Understand who your customers are, which parts of your organization serves them, and their expectations Governance Build a good team Define specific roles and responsibilities Hold people accountable for results Integrate transformation concepts with traditional business and IT processes Strategic business planning Agency tactical plans Capital Planning and Investment Control Enterprise Architecture

    10. 10 Key Elements to Consider, continued

    11. 11 Key Elements to Consider, continued Demand and Nurture Progress Establish aggressive schedule Maintain momentum Create standards process, templates, collaboration tools Identify interdependencies Facilitate enterprise wide involvement Invest in detailed planning, analysis, and customer support Realign competencies to support the new business model

    12. 12 Our Results So Far… Consolidated USDA disaster relief information with similar information from agencies across the Federal Government so that citizens and businesses may search for assistance from across the Government in one place (DisasterHelp.gov). Provided new levels of assistance to exporters by consolidating USDA’s export-related assistance and market information with similar information from our partners in the Federal and private sector (Export.gov). Expanded opportunities for citizens and businesses to participate in the Federal regulatory process by working with our Federal partners to provide a single point of access to all Federal regulatory material (Regulations.gov).

    13. 13 Our Results So Far…, continued Scientists and the academic community now have access to a wide range of authoritative scientific information from sources across the Federal Government (Science.gov). Streamlined the process of locating grant opportunities and applying for grants by working with our Federal partners to deploy a single access point for over 900 grant programs across the Federal Government (Grants.gov). Participating in a geospatial data sharing initiative with our Federal and State partners to improve the Government’s ability to respond to natural disasters and homeland security events ( ?). Helped citizens determine their eligibility for USDA benefits by incorporating pre-eligibility surveys onto a common government-wide Web site (Govbenefits.gov).

    14. 14 Our Results So Far…, continued Simplified citizen’s access to government recreational facilities through its leadership in developing Recreation.Gov—the government’s online service that provides a single point of access to accurate information about Federal recreation destinations and reservations. Simplified citizen and business access to the government’s forms by consolidating USDA’s electronic forms in a single location (business.gov). Simplifying employees access to travel services and reducing costs by selecting a single electronic travel system for USDA. Reorganized USDA’s principal Web site to present the Department’s information and services by topic rather than on an organizational basis (usda.gov).

    15. 15 Our Results So Far…, continued Implemented a common electronic authentication service that permits individuals to use a single credential (user name and password) to conduct electronic transactions across USDA, and soon, across the Federal Government. Provided our employees with expanded development opportunities by deploying AgLearn, an enterprise-wide learning management system (AgLearn.usda.gov). Brought farmers and ranchers unprecedented access to information about their transactions with two of the principal agencies that serve them by deploying an online customer statement.

    16. 16 Questions?

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