Jorrit de Jong

How can we intervene in the systemic bureaucratic dysfunction that beleaguers the public sector? De Jong examines the roots of this dysfunction and presents a novel approach to solving it. Drawing from academic literature on bureaucracy and problem solving in the public sector, and the clinical work of the Kafka Brigade—a social enterprise based in the Netherlands dedicated to diagnosing and remedying bureaucratic dysfunction in practice, this study reveals the shortcomings of conventional approaches to bureaucratic reform. The usual methods have failed to diagnose problems, distinguish symptoms, or identify root causes in a comprehensive or satisfactory way. They have also failed to engage clients, professionals, and midlevel managers in understanding and addressing the dysfunction that plagues them. This book offers conceptual frameworks, theoretical insights, and practical lessons for dealing with the problem. It sets a course for rigorous public problem solving to create governments that can be more effective, efficient, equitable, and responsive to social concerns. De Jong argues that successfully remedying bureaucratic dysfunction depends on employing diagnostics capable of distinguishing and dissecting various kinds of dysfunction. The “Anna Karenina principle” applies here: all well functioning bureaucracies are alike; every dysfunctional bureaucracy is dysfunctional in its own way. The author also asserts that the worst dysfunction occurs when multiple organizations share responsibility for a problem, but no single organization is primarily responsible for solving it. This points to a need for creating and reinforcing distributed problem solving capacity focused on deep (cross-)organizational learning and revised accountability structures. Our best approach to dealing with dysfunction may therefore not be top-down regulatory reform, but rather relentless bottom-up and cross-boundary leadership and innovation. Using fourteen clinical cases of bureaucratic dysfunction investigated by the Kafka Brigade, the author demonstrates how a proper process for identifying, defining, diagnosing, and remedying the problem can produce better outcomes.

Innovative Problem Solving in the Public Sector

Dealing with Dysfunction

Gowher Rizvi

This book documents a worrisome gap between principles and practice in democratic governance. The State of Access is a comparative, cross-disciplinary exploration of the ways in which democratic institutions fail or succeed to create the equal opportunities that they have promised to deliver to the people they serve. In theory, rules and regulations may formally guarantee access to democratic processes, public services, and justice. But reality routinely disappoints, for a number of reasons—exclusionary policymaking, insufficient attention to minorities, underfunded institutions, inflexible bureaucracies. The State of Access helps close the gap between the potential and performance in democratic governance.

Success and Failure of Democracies to Create Equal Opportunities

The State of Access

Sanderijn Cels

Frans Nauta

While governments around the world struggle to maintain service levels amid fiscal crises, social innovators are improving citizen outcomes by changing the system from within. The authors offer compelling stories, lively illustrations, and insightful interpretations on how innovators, social entrepreneurs, and change agents are dealing effectively with powerful opponents, bureaucratic hurdles, and the challenges of securing resources and support.

Jorrit de Jong

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