Code for America Summit 2014

Solving for Customer Service Through Design & Technology

Case Study of Atlanta

Kindred Spirits

Organizing for Outcomes - Mike Flowers, former NYC

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Organizing for Outcomes - Mike Flowers, NYCGetting off the groundInsider Baseball, Not Sports Illustrated- Early meetings with Executive staff- No press or podium announcements until resultsKnow the Terrain- Spend first few months learning agency operations, contracting/budgeting, data landscape- Meet with operations and IT personnel, not just agency heads- Create "real" org charts and "real" problem chartsStart Hiring- non-traditional hires (no policy wonks)- qualitative skills are as important as quantitative- be ok with hiring for only 2 year commitmentBuilding the TeamFind the Talent- Craigslist- Peers and Empathy- Interesting and fun people = strong incentivesBe Worth Working With- Mentorship: New challenges & coaching- Large stakes: ability to own a project- Impactful initiatives- It's not about youFind Problems & Fix Them

Idea - Data Scientist Training thru local university

Quote: "People talk about disruption, but don't understand that a bureaucracy is built to thwart disruption." - Mike Flowers, former NYC