Notes:
More from Zyman. (pp. 7, 8, 43 & 44)
These points are equally applicable to government services. However, for them to be realized in the government "marketplace," minds and cultures will need to change. Technology must be more fully and productively employed to manage the records created in the business processes.
It is especially easy to keep track of costs and results if all documentation is managed in an electronic document/records management system in which the appropriate metrics associated with each record are captured as metadata. The difficulty agencies have demonstrated implementing the Government Performance and Results Act (GPRA) has little to do with technology and everything to do with cultural issues
As Zyman says, we should be prepared to "change our minds" -- to amend that which we have previously accepted as tacit knowledge -- and the change should be based upon explicit knowledge, i.e., records.
