Private-sector tools for the public sector: Business process management scores big at a Florida state agency

Over the last 25 years the process management revolution has transformed American business, but it is only now making inroads into the American public sector. The authors suggest that process management practices and tools could transform American government, giving America a new competitive edge in the twenty-first century. The Florida Department of Revenue—where private-sector productivity tools have produced startling cost reductions, productivity increases, and improved services—provides a glimpse of the benefits a private-sector process management revolution could bring.