fervent loyalty with all stakeholders.
For years, FranklinCovey has helped government organizations employ these practices, develop leaders at every level, create results, and ignite their ultimate mission essential—a winning culture. We have worked with thousands of teams and hundreds of organizations at every level of government. Now we want to help you drive mission success by creating a winning culture of your own.
In this book we discuss the challenge and opportunity associated with building a powerful, winning culture within government and frame the paradigm of “leadership at all levels.” We review in some depth the five practices you need to create this culture.
Leaders are a significant leverage point for any team or organization. What the leaders say and how they behave represent an organization’s single largest opportunity for affecting change. Perhaps you are a leader with responsibility for a team, agency, or division, or perhaps you don’t have any formal direct reports. Either way, you can be a force for change, for creating engagement, and—ultimately—for getting the most important things done.
The great cultural anthropologist Margaret Mead once said, “Never doubt that a small group of thoughtful, committed citizens can change the world; indeed, it’s the only thing that ever has.”
Our goal with this book is not to help you change the world. It is to help you create lasting change within your own circles of influence with the knowledge that your influence can grow over time to become truly significant. Our goal with this book is to help you change your world. We invite you to begin the journey.
An Increasingly Pressurized Environment
The challenge of operating in a constantly changing system
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“All organizations are perfectly designed to get the results they get.”
–Arthur W. Jones
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As keynote speaker, Patrick was biding his time until his turn at the podium and watching the current presenter. The organization’s executive director was about ten minutes into her remarks, and the audience was engaged. Not a passive she’s the boss so we have to listen type of engagement; they were genuinely enthralled by her presentation.
Her message aligned around a single theme: the organization needed to better meet the evolving needs of its customers. Although the organization had a stellar track record and an untarnished reputation, the leaders in the room needed to deliver higher-quality services on time, every time, and at the lowest cost possible. Theirs was a competitive environment, and if they didn’t raise their performance, someone else would subvert their efforts.
In our work with clients, we’ve heard many similar presentations in many other conference rooms. The leader was dynamic, the argument was sound, and the strategy was clear. However, this wasn’t a multinational corporation or a mid-size enterprise trying to reach the next level. The leader who mesmerized her audience was in charge of a government agency.
Her insights were spot-on. She understood that they were living in a world of diminishing resources, increasing scrutiny, and uncompromising demands. She had figured out that the organization was operating in an increasingly pressurized environment, and she was passionately conveying that message so that all in attendance would see and ultimately respond to the emerging environment by thinking and acting more effectively.
The executive director explained that if they did not continue to improve, they would fall prey to a growing number of threats both within the larger government structure (internal) and outside of the government (external). From an internal perspective, other government organizations were competing with them for funding, technology, facilities, and personnel. Although these internal competitors had existed to varying degrees for years, the acceleration level was tremendous. In fact, these competitors were not competing simply for an extra employee or some additional funding; they were trying to take over her organization’s very mission. The other organizations were trying to consume them.
Simultaneously, the external environment was riddled with pitfalls. Contractors were absorbing roles that had once been considered inherently government and off-limits to outsourcing. A wide range of stakeholders—including legislators, businesses, and everyday citizens—were actively questioning and intervening in daily operations. Fueled by a 24/7 news cycle, a staggering number of cable channels, and the ubiquitous nature of the Internet, these stakeholders insisted every mistake signaled an epidemic and required sweeping changes, and that shared mission signified redundancy that needed to be wiped out. Add to these realities increased security as a result of terrorism, a less than desirable job market, and a recovering economy. The organization had never faced an environment like this before. The executive director wanted each of her 300 managers to understand that in today’s world, poor customer service in one part of the organization or a scandal in another could threaten the job of everyone in the room.
Of course, the concepts of competition, increased scrutiny, and growing pressure are not new to the public sector. Consider these examples:
A charity focused on finding a cure for cancer is not the only organization with the mission of tackling this serious health condition. In the United States, the American Cancer Society deals with different cancer types; however, separate organizations tackle specific forms of this disease such as pancreatic cancer, liver cancer, breast cancer, and children’s cancer, just to name a few. The market has been segmented, and organizations are tailoring their messages and approaches. Whether acknowledged or not, these organizations—all with a just and important mission—are pitted against each other. Potential donor pockets are only so deep. These groups must be creative, compelling, and relentless to get people’s attention and garner a slice of the market.
A museum realizes that it is not the only game in town. Other museums are trying to attract the attention of the same patrons and visitors. Perhaps each organization has historically filled its own niche; maybe they even worked together as part of the community. However, as the environment becomes pressurized, each creeps into the other’s space. When a major traveling exhibit comes to town, museums that serve children, science buffs, historians, and art lovers all compete for the same exhibition.
The United States Postal Service (USPS) has dealt with the pressure of FedEx and United Parcel Service (UPS) for years. A growing reliance on email and the cost of operations and employee benefits for USPS as a large federal agency exacerbate the situation. As a result, the USPS posted a loss of $25.9 billion in a three-year period (2011–2013), while experiencing a 5.9 percent decrease in mail volume.1 These numbers suggest an erosion of USPS business, but there is more to the story. Beginning FY (Fiscal Year) 2014, USPS marketing initiatives are driving e-commerce growth and efforts to modernize operations are underway to improve delivery effectiveness.
You might be thinking, But those governments and nonprofits operate more like businesses. My organization is different. We don’t have FedEx breathing down our necks. We fill a vital role that is inherently government and something no one else can do. There is no competition; we are the only game in town.
We invite you to think again.
Consider the city of Sandy Springs, Georgia. Located fifteen miles north of Atlanta, Sandy
