Underlying that success are a shared vision to improvecustomer service and a flexible culture. Mitchell and Jackie Fletcher, the Mint's chief information officer,studied the best practices of government and private entities and obtainedbuy-in from management and workers. The Mint provided customized training as the system was installed andencouraged constant communication to keep ideas flowing. Furthermore, communication helps employees accept change because theycan see how they fit into the plan. When Karen Hogan, Commerce's digital department program manager, setout to steer the department into the digital world, she started by forminga navigation plan.
Training takes employeesfrom one set of skills to another.
She expected resistance but did not find as much as she anticipated. She keeps the employees informed at all times and uses what's learned fromthem to revise the strategic plan, which is posted on Commerce's Web site. You have to be willing to review and revise the plan on a regular basis. The regularity of the review keeps it proactiverather than reactive. Air Force Maj.