Part 1: Preparing for Real Change.

1. Overview of Seamless Government Concepts.

2. Preconditions for Major Change.

3. Key Roles When Redesigning.

4. The Steering Team's Leadership.

Part 2: Redesigning Your Work Processes.

5. Four Steps to Redesigning Key Processes.

6. Mapping the Current Process.

7. Establishing Desired Outcomes.

8. Setting Your Stretch Objective.

9. Designing with a Clean Sheet.

Part 3: Keys to Successful Implementation.

10. Writing an Making Your Business Case.

11. Communicating and Marketing Your Project.

12. Building a Bridge from Design to Implementation.