1. Reinventing the United States Government (ReGo) Progress 1993-1998 Plans 1998-2001 Bob Stone Italy, May1998

2. Initial Project Goals Bring quality revolution to government Report in six months Four or eight years to complete work Restore Americans’ trust in government

3. Phase 1: Report to President Started six weeks into Clinton Presidency Staff of 200 civil servants at White House, plus teams in every agency Advice from business leaders –focus on customers –listen to workers 1200 recommendations, cutting 252,000 people and $108 billion President approved everything

4. Phase II: 4 years of making government work better Put customers first … –put in place 4,000 service standards Empower employees … –created 850 labor-management councils Cut red tape … –eliminated 640,000 pages of internal rules Create partnerships … –OSHA, FDA, EPA now partner with business

5. Phase II: 4 years making government cost less $137 billion in savings Workforce smaller by 371,000 $31 billion used more effectively by reinvention laboratories 16,000 pages of regulation abolished

6. Help from Business from Wal-Mart... inventory control from Citicorp… mortgage servicing from Disney... customer satisfaction from GE… cut headquarters many others

7. Regulators partner with industry Starting assumption: Common goals –Working together is more effective –Regulators concentrate on-- helping those who want to comply going after those who don’t Sample results –safe effective medicines faster to market –air pollution reduced by 350 million kg –workplace injuries down

8. Great new IT tools Desktop computers … –power 2x every 18 months, costs plummeting “Follow me” communications … –people can work anywhere World-wide web … –retirement estimates on line Smart cards … –payments simpler, cheaper, more secure

9. Government already uses IT to serve millions 3 million taxpayers file by telephone, 19 million electronically 1.5 m students apply for college loans on- line 30 million download forms 000’s of government websites –all laws and regulations –expert advisors Unprecedented inter-agency collaboration

10. IT challenges ahead Security and privacy issues need to be resolved Government web sites need to provide transactions, not just information Create one-stop services for seniors, students, travelers, businesses Access America: By 2000, give everyone the option of electronic service

11. Phase III: From examples to reinvented agencies Work with agencies that interact the most with public and business to get results Americans care about: –Cut injuries 20 percent in 50,000 hazardous workplaces –Increase electronic food stamp payments to 65% –Cut toxic pollution 75 percent in metal finishing –Accept 3 million student aid applications electronically –Call IRS toll-free line 24 hours a day, 7 days a week –Overnight mail delivery 92 percent of time

12. Our Mission In time for the 21st century, reinvent government to work better, cost less, and get results Americans care about.

13. Our Goal Restore trust in America’s government by providing-- Best value for each taxpayer dollar Best service for customer and regulated business Best workplace for its employees Best legacy for our future

14. Trust in government “Trust” is the percentage of people who say they trust the government to do the right thing all or most of the time”

15. Rego Documents at www.npr.gov Businesslike Government, 1997 –Lessons from America’s best companies Access America –Reengineering thru information technology Putting Customers First ‘97 –Standards for Serving the American People Blair House Papers –How to lead reinvention

16. Stone’s Universal truths Four ideas that apply in any culture Workers know work better than managers or politicians Customers know what they want better than anybody else People are capable of things they (and you) never dreamed of Move fast

17. High Impact Agencies Agriculture: Animal/Plant Health, Food Safety, Food Stamps, Forest Service Commerce: Census, Patents, Weather, Foreign Commerc’l Svc DOD: Acquisition Reform Education: Student Aid Environmental Protection Emergency Management HHS: Food & Drugs, Welfare, Health Care Financing Interior: National Parks, Public Lands Justice: Immigration Labor: Worker Safety NASA Office of Personnel Mgt Postal Service Small Business Admin. Social Security Admin. State: Passports &Visas Transp.: Fedl Aviation Admin. Treasury: Customs, Internal Revenue Service, Financial Management Service Veterans Hospitals & Benefits