1. Spies, Black Ties, & AI
The U.S. Intelligence Community’s “Intelligent” Approach to
Business Process Improvement
The Second International Conference on Appreciative Inquiry
Application Roundtable
September 20, 2004

2. Presented By Virginia “Ginger” Wright Jen Hetzel Silbert
Program Manager,
U.S. National Intelligence Community
Jen Hetzel Silbert
Partner, AIC LLC
(703)
Loretta Randolph
Partner, AIC LLC
Senior Associate, OD Systems Inc.
(703)

3. Agenda Introduce Case Study Sample Inquiry
Integrated Project Methodology
Project Outcomes & RoI
Prototype Demo
Reflections & Learnings

4. 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
Exceptional Performance Awards (EPA) Process
Manually-intensive process
Highly paper-dependent
Single person-dependent (not group)
Time-consuming (and costly)
Lacking consistency, standardization
Varied process (and policies) per Directorate/Component
Lack of consistency in award amounts, recognition, etc.
Lack of knowledge management
Knowledge of protocol limited to precious few
Employee recognition deeply rooted in cultural values
Delayed, flawed process unacceptable
Need for design of an improved process and prototype

5. 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)
hours each
Consultant-client partnership

6. Sample Inquiry

7. 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

8. Integrated Project Methodology cont.
Appreciative Inquiry (AI)
Principle-driven group facilitation
Highly participatory, inclusive, whole system
Strengths-based, focusing on
Past/present successes
What’s most desired, valued
Compelling images of the future
Breaks down assumptions
Engages participant energy, enthusiasm, commitment
Real-time design, real-time change
Appreciative Inquiry (AI)
Principle-driven group facilitation
Highly participatory, inclusive, whole system
Strengths-based, focusing on
Past/present successes
What’s most desired, valued
Compelling images of the future
Breaks down assumptions
Cultural norms of command & control
Engages participant energy, enthusiasm, commitment
Real-time design, real-time change
Context (AI) vs. content (IT and Agency culture, which values privacy, secrecy, as well as being THE expert, all-knowing)
AI goes against the cultural grain, and yet it worked…

9. 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
Delivery
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

10. 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

11. Project Outcomes & RoI cont.
Metrics for process improvement
Reduce ave. processing timeframe from 40 to <10 business days
Reduce human work hours to 3 hours/award, or $150/award
To days
From days

12. Project Outcomes & RoI cont.
Consistent, credible process
Workflow transparency
Resource efficiency
Cost savings
Reduced “hold time”
Reduced redundancy of data entry
Reduced re-work

13. Prototype Demo

14. 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)
Strong, collaborative partnerships
Project Champion ~ Project Team
Commitment to human and $ resources
OD Business Consultants ~ IT Architects/Developers
Diversity of voices
Whole system in the room (the whole time)

15. Reflections & Learnings cont.
Generative nature
100% Transparency
Back to Basics - Process Consultation
Generative nature
Starts small, inevitably expands
Real-time design and approval
Trust in the process
100% Transparency
No “behind the curtain” process design
Back to Basics
Process Consultation-101

16. 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.”
“Soft” vs. “Hard” -- it’s all hard at the end of the day, but the “hard” doesn’t own the “how”

17. Reflections & Learnings cont.
What makes us different?

18. Roundtable Discussion Q&A
Spies, Black Ties, & AI
Roundtable Discussion
Q&A