20th century bureaucracy
- Statue and rule directed
- Hierarchically driven
- Control centralized
- Primarily accountable for conformance to rules
- Manage costs
- Quality defined as adherence to standards
- Exclusive service mandate
- Focus on what's best for government
21st century government
- Mission and results directed
- Team and network driven
- Decentralization
- Primarily accountable for results for people
- Manage value
- Quality defined as meeting or exceeding customer expectations
- Choice and competition
- Focus on what's best for customers, citizens and taxpayers
