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When Change Becomes Transformation

Author

Listed:
  • Kimberley R. Isett
  • Sherry A.M. Glied
  • Michael S. Sparer
  • Lawrence D. Brown

Abstract

This paper examines the implementation of large, transformative change in the Medicaid offices in New York City to improve efficiency and consumer-friendliness. A bottom-up process was engaged to design and implement the needed changes from those who were most affected by the change. Key informant interviews and observational site visits were conducted to assess the extent to which the change efforts were successful. We found that the changes impacted both quantitative measures of success (such as client processing times and number of clients served) as well as less tangible qualitative indicators of success such as staff attitudes and office climate.

Suggested Citation

  • Kimberley R. Isett & Sherry A.M. Glied & Michael S. Sparer & Lawrence D. Brown, 2013. "When Change Becomes Transformation," Public Management Review, Taylor & Francis Journals, vol. 15(1), pages 1-17, January.
    • Handle: RePEc:taf:pubmgr:v:15:y:2013:i:1:p:1-17
    DOI: 10.1080/14719037.2012.686230
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    Cited by:

    1. Triguero-Sánchez, Rafael & Peña-Vinces, Jesús & Ferreira, João J. Matos, 2022. "The effect of collectivism-based organisational culture on employee commitment in public organisations," Socio-Economic Planning Sciences, Elsevier, vol. 83(C).
    2. Krzysztof Krukowski & Magdalena Raczynska & Iwona Escher, 2021. "Change Management Success Factors in Polish Public Administration," European Research Studies Journal, European Research Studies Journal, vol. 0(Special 3), pages 1-16.
    3. Filstad, Cathrine & Olsen, Trude Høgvold & Karp, Tom, 2021. "Constructing managerial manoeuvring space in contradictory contexts," European Management Journal, Elsevier, vol. 39(4), pages 467-475.
    4. Badri Munir Sukoco & Beta Embriyono Adna & Zainul Musthofa & Reza Ashari Nasution & Dwi Ratmawati, 2022. "Middle Managers’ Cognitive Styles, Capacity for Change, and Organizational Performance," SAGE Open, , vol. 12(1), pages 21582440221, March.

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