We've all run into situations where an organization decides on a solution before fully diagnosing the problem. Not surprisingly, it doesn't work. One of the biggest conclusions I see organizations jump to is staffing. It's a natural progression: something fails, everyone is overwhelmed, so the answer must be more people. But that's rarely my first conclusion. Before hiring, restructuring, retraining, or, above all, buying new software, it's essential to understand how the wor

One of the reasons I love small municipal government is that innovation and necessity are often the same thing. Large organizations can sometimes compensate for a weak process with additional staff, consultants, software, or funding. Small governments rarely have that luxury. When a process breaks, people have to think. When a resource isn't available, people have to improvise. When a resident needs help, the problem can't simply be handed off to another department. The work

Want to know whether a policy will actually work? Ask whether a town of 2,000 people can realistically execute it. One of the biggest misconceptions about small government is that it operates like large government, just on a smaller scale. It doesn't. Small municipalities are often expected to comply with the same regulations, reporting requirements, transparency obligations, election laws, procurement rules, and administrative mandates as much larger jurisdictions. The probl

Yesterday, I wrote about one of the fastest ways to predict implementation problems: ask who was missing from the planning. New Jersey's 2024 OPRA changes are a great example. Commercial vs. Private Requests Intent: Provide agencies with more time and revenue from requests serving a commercial purpose rather than the public interest. Challenge: Agencies now have multiple timelines governing records requests. In well-staffed agencies, that may be manageable. For lone Records O

One of the fastest ways to predict implementation problems is to ask a simple question: who was missing from the planning? We frequently see scenarios where implementation challenges are treated as secondary concerns instead of core design questions. Policy doesn't exist in a vacuum. In many municipalities, there is no legal department, records team, project manager, or operational buffer. There may be one clerk managing elections, public notices, records requests, governing

Most exclusion doesn’t announce itself. It appears as: Forms that assume everyone has the same background knowledge. Office hours that require someone to miss work. Websites that only function on a desktop computer. Public notices written in language that large portions of the community can’t understand. Meetings held in locations that residents can’t access. Hiring processes that reward people who already know the unwritten rules. These are often treated as inconveniences, b

People who design processes tend to focus on what happens inside the organization, but the public experiences what happens outside it. A delayed response feels like indifference. An unclear process is exclusion. Repeated requests for the same information feel like incompetence. Conflicting instructions feel like nobody is in charge. Most system failures don’t look like system failures to the people affected by them. They look personal. Someone assumes they are being ignored.

Ok Chicken Littles, this one’s for you. Fast decisions are not always good decisions. Treating everything as an emergency means nothing is an emergency. Your emergency does not become someone else’s emergency because you say so. People need timeline context to triage appropriately. No: "Need alpaca thing ASAP!!!!!!!!!!!" Good: “I need the alpaca project wrapped up by 5pm tomorrow.” Better: “Can the alpaca project be wrapped up by 5pm tomorrow?” Best: "This is urgent because i

If everything is project management, what happens when the project succeeds? It becomes operations. At some point, someone decided to implement a new system, launch a new service, create a new policy, establish a new process, or solve a problem. And while they’re working on that, it’s a project. It has: Meetings Timelines Milestones Status updates People are actively thinking about it. And if you're good at your job (especially the risk mitigation part), the project succeeds.

The longer I work (and it is feeling REALLY long lately), the more convinced I am that everything is project management. I know some PM traditionalists are going to come at me for it, but I said what I said. The impact doesn’t matter. The complexity doesn’t matter. The scale doesn’t matter. The budget doesn’t matter. The audience doesn’t matter. The industry doesn’t matter. If it has a start, a plan, deliverables, and a close, it’s a project. Of course building critical infra

A benefit, service, or public right may exist legally, but if the process is confusing, inaccessible, or difficult to complete, the practical result is limited access. There are a million examples; nobody gushes about how much they love the DMV or the utility company. Forms, portals, instructions, deadlines, and follow-up processes are not neutral. They shape who can actually use a service. A good test is simple: can someone unfamiliar with your agency complete the process wi

Policy only matters if it can survive implementation. A policy can be legally sound, mission-aligned, and politically popular, but still fail if the operational path is unclear. Who owns the work? How will staff be trained? What systems need to change? Where will people get stuck? How will success be measured? Those questions are not administrative afterthoughts. They are often the difference between a piece of paper and a policy that changes outcomes. A good implementation p