through an exciting simulation, humorous examples and innovative exercises, you will learn:

the 3 myths that keep government from radically improving

how to diagnose the real issues affecting your agency’s performance and pinpoint the right processes to work on

how to intuitively see the 80% improvement opportunity inside every process

use an innovative flowcharting tool to map your own process that will make improvement opportunities glaring

how to create change without the mugs and t-shirts

Radical Ideas. Passionate People. Big Solutions.

earn 16 CPE credits

October 18-19, 2011Washington, DC

Bringing you the tools from the best-selling government improvement author Ken Miller.

Extreme Government Makeover

brought to you by The Center for Radical Improvement and the Change & Innovation Agency

a unique experience that will teach you how to radically improve your government agency

This event is an intensive two-day program that will radically transform your organization. The workshop combines the revolutionary concepts of Ken Miller’s books Extreme Government Makeover and We Don’t Make Widgets with the practical yet mind-bending tools and techniques from his book The Change Agent’s Guide to Radical Improvement. Come with a big issue, leave with a big solution.

“This is the best workshop I’ve been to since I’ve been in government.”- Director, Social Security Administration

As pressure mounts on government agencies to be more customer-focused and responsive, government managers are struggling to find the right methods to respond to the challenge. Unfortunately, traditional private sector approaches to performance improvement rarely succeed when adopted by government. Whether they be overly simplistic customer service programs, empty slogans (the customer is always right) or industrial-age concepts based on building quality, defect-free widgets; they fail to address the real challenges government managers face:

• It is not always clear who the actual customer is, and in many cases multiple customers have competing interests.

• We don’t manufacture widgets. What we do is squishy and hard to get our arms around. Consequently it is difficult to measure what we do and even harder to improve.

• We don’t have customers – we have hostages. They didn’t choose us, they have to use us, and there is nowhere else they can go. Therefore, there is no incentive to improve customer satisfaction.

• We’re not here to make a profit. We don’t have a bottom-line or competition, so there is no real incentive to improve. Besides, any savings we achieve gets taken from us anyways.

In addition, government organizations often face immense bureaucracies, counterproductive measurement systems and conflicting stakeholder interests. All of these issues are compounded when the agency serves a regulatory or compliance function.

This fast paced, hands-on workshop dives right into these issues and presents proven techniques government managers can use to dramatically improve customer satisfaction and process performance.

agenda October 18, 2011

Radical Ideas. Passionate People. Big Solutions.

day onemorning

• Changing the way we think about government• The 3 myths that keep government from radically improving

• We don’t make widgets• We don’t have customers• We’re not here to make a profit

• Creating buy-in and ownership from process stakeholders• Why processes get so messed up• The new thinking on designing processes• The relationship between speed, cost and quality

afternoon

• The Widget Factory: a highly competitive game that intuitively teaches the principles for improving processes by 80%

• Widget Factory debrief • The tactics for: performing vital functions 80% faster at less cost with

better quality; getting rid of 40% of your agency’s workload• The evolution and drivers of customer satisfaction in government• who is the customer? The trick that ends the debate• Balancing competing interests among customers

“All of my objectives for attending were met and then some! I learned a fresh approach to change and the resources provided were great. Everything was on point!”

- Director, Internal Revenue Service

agenda October 19, 2011

Radical Ideas. Passionate People. Big Solutions.

day twomorning

• Process improvement using an innovative mapping technique• Observe the process: structuring a process walkthrough, what to

observe, the magic questions to ask to find the 80% improvement opportunity

• Flowchart the process: seeing the customer’s process, understanding time, waste and cost

• Measure process performance: what to measure and the secrets to painless data collection

• Improve the process: the enemies of speed, tactics for reducing process time, redesigning processes for speed, improving process accuracy and understanding variation

afternoon

• Wrap-up mapping exercise and lessons learned• Changing the culture to support the process change• How to create positive change through projects• The 5 ways to ruin your change initiative

“This training needs to be a part of all government training curriculums. Thanks, it was a blast!”

- CISO, City of Tallahassee, FL

“The most refreshing and inspiring government management training I’ve attended.”

- Senior Government Management Official

“This is much appreciated and needed by those in government at all levels.”

- Director, U.S. Equal Employment Opportunity Commission

In this workshop, you will learn:• The myths that keep government from radically improving

• How government can perform its vital functions 80% faster at less cost with better quality

• The DNA of government complexity and how we can genetically modify it

• How to improve customer satisfaction and balance competing interests

• How to get rid of 40% of your agency’s workload

• How to create positive culture change in your office to support process improvement

William  J  Bott

Change  AgentSpeaker  and  AuthorStrategistProcess  Improvement  ConsultantTechnology  Strategist

Consulting Partner with The Change and Innovation Agency The Change and Innovation Agency is a team of award-winning change agents that provide ideas, methods and tools to help organizations radically improve performance. Our clients come to us not for quick fixes or small improvements, but to radically change their culture.

2007Governing Magazine’s Public Official of the Year

Bill Bott has facilitated change in almost every aspect of public service. He started his career working at the federal level with the Department of Defense, and then moved to state government. From launching satellites to controlling prison populations to consolidating technology infrastructures, his award winning work is a culmination of his dedication, work ethic, and well rounded background.

Always excited to tackle the challenges of change, his work utilizing the CIA concepts in the public sector won him recognition as one of 2007 Governing Magazineʼs Public Officials of the Year and one of Government Technologyʼs 2008 top 25 Doers, Drivers and Dreamers as well as top honors for improvement teams including a Missouri Team Quality Award and an American Business Award.

Proven MethodsBill uses a team approach to tackle organizational challenges such as strategic planning, process improvement, project management, customer satisfaction, and problem solving. Using the same tools developed by leading private sector companies he facilitates change from within the organization.

Radical ResultsBetween 1999 and 2008 Billʼs work has directly contributed to over $200,000,000 in hard dollar savings for his clients. Most recently his work facilitating the consolidation of IT functions has resulted in a 10% reduction in technology spending while maintaining or improving customer service for the State of Missouri.

there  is  a

           to  radically  improveperformance

better  way

573.353.0174 Bill@changeagents.info

www.changeagents.info

Kung Fu Managementhttp://www.govtech.com/pcio/581137

Customer Satisfaction Without Surveyswww.govtech.com/gt/articles/285962?id=&story_pg=1

Rising to New Levelshttp://www.govtech.com/pcio/articles/128297

Recent Articles

Registration Option One: Please go to our website at www.c4ri.org to register online for this event.

Registration Option Two:Please email Heather Kerrigan at heather@c4ri.org to register for this event.

Registration Option Three:Please call the Center at 703-286-7900 and ask for Heather Kerrigan to register for this event.

Registration/Breakfast Hours:7:30 a.m. - 8:30 a.m.

Workshop Hours8:30 a.m. - 4:30 p.m.

Lunch Hours12:00 p.m. - 1:00 p.m.

Office Hours:4:30 p.m. - 5:30 p.m.

*these times apply for both days

venueThe Extreme Government Makeover workshop will be held at the National Academy of Public Administration*.

The National Academy of Public Administration900 7th Street N.W., Suite 600Washington, DC 20001

what you will receiveworksheets where you will apply the tools to your own specific project or process

a copy of Extreme Government Makeover

practical examples, simulations and exercises for immediate takeaway and application

networking list provided after the event to keep in touch with the people you meet

pre-workshop phone call to determine your expectations, what outcomes you are looking to achieve and what project or process you are going to bring to the event to improve so we can tailor the workshop accordingly

tuitionearly bird tuition $995 (if you register by September 18, 2011)

regular tuition $1095

group discounts please call Heather Kerrigan at 703-286-7900

to register please go to our website at www.c4ri.org or call Heather Kerrigan at 703-286-7900 for more information

we accept all major credit cards, checks and purchase orders

cancellation policy: you may have someone attend in your place at any time. If you cancel your registration at least 15 business days prior to the event, you will receive a full refund minus a $50 cancellation fee. If you cancel less than 15 business days prior to the event, you will receive a credit towards a future event. Keep in mind, you may always have a replacement and we will do everything we can to work with your specific situation.

* The views expressed are those of the speaker(s) and do not necessarily represent the views of the National Academy of Public Administration.

Radical Ideas. Passionate People. Big Solutions.

about the centerThe Center for Radical Improvement is a government think-tank devoted to improving government performance by bringing passionate people together around radical ideas to solve big problems. By combining cutting-edge, alternative thinking from new thought leaders and inspiring, retreat-like learning experiences, our participants leave with completely new ways of tackling age-old problems.

You wouldn’t expect radical ideas to come in stuffy seminars or dreadful PowerPoint slides. That’s why we bring you different options and completely different experiences. However you engage with The Center for Radical Improvement, we promise you a unique, rewarding experience.

we promise No buzzwords and jargon. Putting two buzzwords together does not make it a new idea No panels where people say “I don’t mean to repeat everything the first speaker said” and then do anyway No “best practices” from people whose only expertise is that they tried it three months before you did No conference bags with more logos than a NASCAR driver Not to say a session is going to be interactive and then proceed to never ask a question or engage the audience Not to try to solve all of your problems or provide you with strategies from 30,000 feet

So now that you know what we won’t do, you are probably wondering what we will do! We guarantee that you will be provided with: new ideas with hands-on application, tailored to your specific issues from engaging experts who can actually teach. We obsess over every detail of the experience. You bring an open heart and an open mind and we will take care of the rest.

how you can interact with the centerAttend innovative and thought-provoking dialogues, forums and retreats delivered by proven experts, thought

leaders, authors and change agents

Attend solution-based events where government managers from around the country come together to tackle a specific issue to and leave with tangible strategies for implementation

Schedule your own event catered to your team to fix a problem immediately and come out with an innovative, actionable and lasting solution

Attend breakfast keynotes and book signings led by leaders in the field for the dissemination of best practices and lessons learned

Check out our online resource center where you can view the latest articles, white papers, videos and webinars from top change agents

Join live web conferences where you and your team can tackle a specific problem immediately without the hassle of travel expenses

The Center for Radical Improvement is registered with the National Association of State Boards of Accountancy (NASBA), as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be addressed to the National Registry of CPE Sponsors, 150 Fourth Avenue North, Suite 700, Nashville, TN, 37219-2417. Web site: www.nasba.org

Earn 16 CPE Credits Prerequisites: Pre-Workshop CallProgram Level: Intermediate Field of Study: Management Advisory ServicesDelivery Method: Group-Live

Contact Information: For more information regarding a refund, complaint and/or program cancellation policies, please contact our office at 703-286-7900.