The U.S. Intelligence Communitys Intelligent Approach to

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Spies, Black Ties, AI

• The U.S. Intelligence Communitys Intelligent
  Approach to
• Business Process Improvement

The Second International Conference on
Appreciative Inquiry Application
Roundtable September 20, 2004
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Presented By

• Virginia Ginger Wright
• Program Manager,
• U.S. National Intelligence Community

Jen Hetzel Silbert Partner, AIC LLC (703)
920-4994 jen.silbert_at_comcast.net
Loretta Randolph Partner, AIC LLC Senior
Associate, OD Systems Inc. (703)
683-8600 lrandolph_at_odsystems.com
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Agenda

• Introduce Case Study
• Sample Inquiry
• Integrated Project Methodology
• Project Outcomes RoI
• Prototype Demo
• Reflections Learnings

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Client Situation Goals

• Exceptional Performance Awards (EPA) Process
• Manually-intensive process
• Time-consuming
• Lacking consistency, standardization
• Lack of knowledge management
• Complex organizational and system architectural
  interdependencies

• Employee recognition deeply rooted in cultural
  values
• Delayed, flawed process unacceptable
• Need for design of an improved process and
  prototype

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Project Scope Resources

• Establish Project Planning Team
• Whole system participation
• Project championship
• Agreement on goals and methodology
• Clarify commitments, expectations
• Consecutive weekly meetings (qty 12-15)
• 1.5-2.0 hours each
• Consultant-client partnership

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Sample Inquiry
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Integrated Project Methodology

• Business Process Management (BPM)
• Creating and automating resilient, adaptable,
  work processes enabled by technology
• Process focus vs. application/function
• Common language graphical image/model
• Rapid prototype w/ malleable application code
• Invites non-technical stakeholders to engage
  deeply in design process

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Integrated Project Methodology cont.

• Appreciative Inquiry (AI)
• Principle-driven group facilitation
• Highly participatory, inclusive, whole system
• Strengths-based, focusing on
• Past/present successes
• Whats most desired, valued
• Compelling images of the future
• Breaks down assumptions
• Engages participant energy, enthusiasm,
  commitment
• Real-time design, real-time change

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Integrated Project Methodology cont.
Define
Discovery
Appreciating the best of what is
Articulating the Intent

• Identify project champion
• Explore desired outcomes
• Identify stakeholder groups
• Develop interview protocol
• Communicate project launch

• Discover best practices
• Align to organizational and individual values
• Collective build of positive core
• Identify conditions for process success

Dream Design
Sustaining the dream
Envisioning the future

• Process model and case study/pilot created
• Investment Business Case created
• Follow-on briefings, communications across agency

• Create process map that embodies bold visions of
  the future
• Identify key activities and business rules for
  success
• Identify necessary resources, structures, and
  champions to support success

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Project Outcomes RoI

• Participant enthusiasm and follow-through
• Key to sustainability, consistent inquiry
• Creation of automated application prototype
• Forms for award initiation, review, and approval
• Process simulation for testing, baselining
• Timed notifications, alerts
• Real-time user acceptance at all levels

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Project Outcomes RoI cont.

• Metrics for process improvement
• Reduce ave. processing timeframe from 40 to business days
• Reduce human work hours to 3 hours/award, or
  150/award

To 0.3-33 days
From 34-126 days
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Project Outcomes RoI cont.

• Consistent, credible process

• Workflow transparency
• Resource efficiency
• Cost savings

• Reduced hold time
• Reduced redundancy of data entry
• Reduced re-work

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Prototype Demo
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Reflections Learnings

• Strong, collaborative partnerships
• Project Champion Project Team
• OD Business Consultants IT Architects/Developers
  
• Diversity of voices
• Whole system in the room (the whole time)

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Reflections Learnings cont.

• Generative nature
• 100 Transparency
• Back to Basics - Process Consultation

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Reflections Learnings cont.

• Translation transformation
• From interview dialogue to business/IT
  requirements

IT finally recognizes that the process does not
belong to them just because the technology does.
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Reflections Learnings cont.

• What makes us different?

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Roundtable DiscussionQA
Spies, Black Ties, AI

• Roundtable Discussion
• QA