#  Topic: Operations 

 



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- February 27, 2017
- Operational Excellence in Government


 *This resource is part of the Ash Center's [Operational Excellence in Government Project.](/operational-excellence-government)*

##  Overview

 Much of government work focuses on the “what,” and not the “how.” Often unseen by the public, the functional operations within government are the central wheelhouse to enhancing performance and generating change. The Operations topic addresses the variety of processes that ensure day-to-day success within government, including elements such as process changes, organizational structure, ancillary office operations, privatization, shared services, procurement, and customer service.

###  Subtopics include

- Ancillary office operations, including mailrooms, printing, postage, and laundry usage
- Customer service
- Legal and policy
- License and permits
- Organizational change, including office or department creation, expansion, consolidation, and elimination
- Privatization
- Process change
- Procurement
- Programming, including program creation, expansion, consolidation, and elimination
- Service processes
- Shared services

##  Related Reports

 [Operations Reports](/search/site?f%5B0%5D=bundle:page&f%5B1%5D=sm_og_vocabulary:taxonomy_term:174717&f%5B2%5D=sm_og_vocabulary:taxonomy_term:174730&f%5B3%5D=sm_og_vocabulary:taxonomy_term:173790)

##  Related Resources

 [Operations Reports, Case Studies, and Papers](/search/site?f%5B0%5D=bundle:page&f%5B1%5D=sm_og_vocabulary:taxonomy_term:174717&f%5B2%5D=sm_og_vocabulary:taxonomy_term:174730)

##  Related Research

 Implementing Federal Procurement Reform  
Steven Kelman  
Ash Center for Democratic Governance and Innovation, Harvard Kennedy School  
2002

 Local Government Stimulation of Broadband: Effectiveness, E-Government, and Economic Development  
David Clark, Sharon Gillett, William Lehr, Marvin Sirbu, Jane E. Fountain  
National Center for Digital Government, Harvard Kennedy School  
2003

 Remaking Federal Procurement  
Steve Kelman  
Ash Center for Democratic Governance and Innovation, Harvard Kennedy School  
2002

 Summary of "Customer Service: Back to Basics is Better" by Doug Clark  
Stephen Goldsmith  
Ash Center for Democratic Governance and Innovation, Harvard Kennedy School  
2006

 Summary of "Government Concerns over Contractor Team Formation: Is the Message Consistent?" by Michael W. Mutek  
Stephen Goldsmith  
Ash Center for Democratic Governance and Innovation, Harvard Kennedy School  
2006

 Summary of "Managing the Public Service Market" by Trevor L. Brown and Matthew Potoski  
Stephen Goldsmith  
Ash Center for Democratic Governance and Innovation, Harvard Kennedy School  
2006

##  Related Innovations

 Accountability, Consolidation, and Transparency Initiative  
DuPage County, IL  
2015 Innovations in American Government Awards Semifinalist

 Go Code Colorado  
State of Colorado  
2015 Innovations in American Government Awards Bright Idea

 Nationwide Multi-State Licensing System and Registry  
State Regulatory Registry  
2015 Innovations in American Government Awards Semifinalist

 Online Property Assessment Appeal System  
Monmouth County, NJ  
2015 Innovations in American Government Awards Bright Idea

###  Topics

- [Operational Excellence](/internal:/operational-excellence-government)