When Change Becomes Transformation: A case study of change management in Medicaid offices in New York City

Title: When Change Becomes Transformation: A case study of change management in Medicaid offices in New York City
Format: Journal Article
Publication Date: 2013
Published In: Public Management Review
Description: 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. © 2013 Copyright Taylor and Francis Group, LLC.
Ivan Allen College Contributors:
Citation: Public Management Review. 15. Issue 1. 1 - 17. ISSN 1471-9037. DOI 10.1080/14719037.2012.686230.
Related Departments:
  • School of Public Policy