Human Capital 2004

Human Capital 2004 argues that human capital management is an essential component to an effective and efficient management of public agencies. The case studies approach used here explores the challenges to human capital management in two ways: in the workplace and through the people staffing the agencies.

Part I: Human Capital Management

1

(12)

The Challenge of Human Capital Management: A Culture in Transition

3

(10)

Jonathan D. Breul

Nicole Willenz Gardner

Mark A. Abramson

Introduction

The Workplace Challenge

The People Challenge

Looking Ahead

Bibliography

Part II: The Workplace Challenge

13

(236)

Modernizing Human Resource Management in the Federal Government: The IRS Model

15

(76)

James R. Thompson

Hal G. Rainey

Introduction

Modernizing the Internal Revenue Service

Developing a Modernized Human Resources Infrastructure

Transitioning the Workforce to a Modernized Structure

Renewing the Workforce for Improved Performance

Investing in Employee Training and Development for Enhanced Capacity

Heightening Performance and Maintaining Accountability

Lessons Learned and Recommendations

Acknowledgments

Appendix I: The IRS Leadership Competency Model (LCM) Competency Index

Appendix II: Category Rating---Revenue Agents

Appendix III: Critical Job Elements for Performance Appraisal Endnotes

Human Capital Reform: 21st Century Requirements for the United States Agency for International Development

91

(46)

Section I: Human Capital Recommendations for USAID

Anthony C. E. Quainton

Amanda M. Fulmer

Introduction

Forum Recommendations

Section II: An Analysis of USAID's Human Capital Needs for the 21st Century

Amanda M. Fulmer

The USAID Personnel System

Issues for Discussion

Conclusion

Bibliography

Appendix I: Forum Recommendations At-a-Glance

Appendix II: Forum Participants

Appendix III: Forum Agenda

Endnotes

Life after Civil Service Reform: The Texas, Georgia, and Florida Experiences

137

(62)

Jonathan Walters

Introduction: The ``Tyranny'' of Civil Service

Civil Service Reform in Texas

Civil Service Reform in Georgia

Civil Service Reform in Florida

Implications for Other States

Reflections on Reform

Acknowledgments

Appendix I: Texas, Georgia, and Florida Systems Compared to Traditional Systems At-a-Glance

Appendix II: Reflections on the Texas Experience

Appendix III: Reflections on the Georgia Experience

Bibliography

Mediation at Work: Transforming Workplace Conflict at the United States Postal Service

199

(50)

Lisa B. Bingham

Introduction

The United States Postal Service REDRESS Program

National REDRESS Evaluation Project

Mediation at Work: Beyond the Honeymoon Effect

Resolving Employment Disputes in the Public Sector: Lessons Learned and Conclusion

Acknowledgments

Appendix I: An ADR Glossary

Appendix II: Excerpts from the New York Times

Appendix III: Chronology of REDRESS and Its Evaluation

Appendix IV: Published Research Reports on Redress

Appendix V: Current Participant Satisfaction Rates

Appendix VI: Evidence of Transformative Mediation

Bibliography

Part III: The People Challenge

249

(201)

Efficiency Counts: Developing the Capacity to Manage Costs at Air Force Materiel Command

251

(50)

Michael Barzelay

Fred Thompson

Introduction

Creating an Organization That Could Manage Costs

Reengineering Medium-Term Expenditure Planning

Installing an Interactive Control Process

What Happened Following Babbitt's Intervention

Conclusions and Lessons Learned

Acknowledgments

Appendix: Responsibility Budgeting

Endnotes

Bibliography

The Power of Frontline Workers in Transforming Government: The Upstate New York Veterans Healthcare Network

301

(52)

Timothy J. Hoff

Introduction

Frontline Entrepreneurship in Government Organizations: Case Studies

Lessons Learned on Unleashing the Power of Frontline Workers in Transforming Government Organizations

Acknowledgments

Appendix: Study Methods

Endnotes

Bibliography

The Defense Leadership and Management Program: Taking Career Development Seriously

353

(46)

Joseph A. Ferrara

Mark C. Rom

Introduction

Career Development in the Public Sector

Department of Defense Context

The Defense Leadership and Management Program

Findings and Recommendations

Endnotes

Bibliography

The Influence of Organizational Commitment on Officer Retention: A 12-Year Study of U.S. Army Officers

399

(51)

Stephanie C. Payne

Ann H. Huffman

Trueman R. Tremble, Jr.

Introduction

Retention Factors

Study Findings

Recommendations

Acknowledgments

Appendix I: Study Methods and Descriptive Statistics

Appendix II: Statistical Tables and Figures

Endnotes

Bibliography

About the Contributors

450

(9)

About the IBM Center for The Business of Government

459

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Summary

Table of Contents

Supplemental Materials