The following articles are written by Black Shaw, a senior partner at the Change & Innovation Agency.

The Case for Process Management
These last two years have tested the capacity of our SNAP offices nationwide.

Process Management – They Speak for Themselves
There have been many questions from program administrators on process management work at a time when state agency capacities remain stagnant while demand for public assistance continues to increase.

The following articles are from our Public Great Blog on

Check back frequently to see the latest.

The Unintended Consequences of Improvement
Sometimes when we make reforms, government jobs get better too.

What to do with the ‘Flo’s’ of Child Protection
If the work made passionate people act like Flo on the TV series “Alice,” then the work can bring them back.

CYA is Killing Kids
Agencies’ tendency to add more rules (and thus work) every time something bad happens prevents child protection workers from doing everything they can to keep kids safe.

Learn About Lean and Other Management Fads from Texts
A text message conversation about how once management fads fade, the best concepts remain.

What Citizens Really Want
Above all else, citizens want results. When they don’t get them, they morph into selfish people.

Remembering Tom Clements
The leader of Colorado’s prison system, who was killed last week, was a hero to communities that probably never knew his name.