Effectiveness and Efficiency

Effectiveness and Efficiency
Seven Leadership Practices for Meeting the Mission Challenge
in an Era of Declining Budgets

By
Pat Peck
peck_patrick@bah.com
Ted Sniffin
sniffin_ted@bah.com
Mike Isman
isman_michael@bah.com
Marc Austin
austin_marc@bah.com

Effectiveness and Efficiency
Seven Leadership Practices for Meeting the Mission Challenge
in an Era of Declining Budgets
Executive Summary • Make Fact-Based Decisions. Implement aggressive
Looming cuts in federal spending will require dramatic information gathering, robust analytics, and rigorous
changes in how agencies operate, how they are performance measures to improve the quality of
structured, and the expanse of the mission they continue decisions.
to support. They will have to achieve enormous levels These seven common managerial practices are
of efficiency, while increasing effectiveness, to continue the underpinning of a framework we call Enterprise
delivering mission-critical services and capabilities Effectiveness and Efficiency, which can help agencies
under reduced levels of funding. balance the competing needs to be effective and
To assist government leaders, Booz Allen Hamilton efficient—two imperatives that are often at odds with
conducted a series of studies and workshops one another.
examining how agencies can make “smart cuts” that The budget crisis presents agency leaders with difficult
reduce costs without impacting mission performance. choices but also an unprecedented opportunity to fix
We found that successful leaders used similar broken processes, realign organizational structures,
managerial methods or practices to achieve their modernize technology, and make other improvements
cost-cutting and mission-performance goals: that might be resisted in less-urgent circumstances.
• Know the Agency’s Mission/Know Its Capabilities. These shared managerial practices can help agency
Understanding the agency’s changing mission leaders achieve extraordinary results as they
responsibilities as well its strengths and weakness implement change and create an efficient, effective
enables leaders to set a clearer vision for change. government for the 21st century. This is the first in a
series of papers that address the leadership, human
• Reassess Stakeholders’ Needs. Seek to understand
capital, and technological challenges and opportunities
stakeholders’ current challenges and needs, not
associated with achieving enterprise effectiveness and
last year’s, as they engage in planned changes.
efficiency in this resource-constrained era.
• Align the Agency’s Budget—and Budget Cuts—
with Its Mission. When trimming budgets,
understanding what is not mission-critical is
just as important as understanding what is.
• Be Bold: Take High Impact Steps. Make hard
choices and avoid across-the-board cuts and other
strategies that minimize short-term pain but do not
improve effectiveness or achieve sustainable savings.
• Spend Money to Save Money. Maintaining
effectiveness with fewer resources will require some
increase in investments to gain efficiencies.
• Institutionalize Efficiency. Institutionalize formal
processes and incentives to make efficiency a
systematic and aggressive activity within the agency.

1

Leaders Face Shrinking Budgets, Resistance letup in traditional mission duties, agencies also
to Change must incorporate new mandates for energy efficiency,
On January 5, 2012, President Barack Obama environmental safety, budgeting, transparency, and
unveiled a new defense budget, cutting nearly $500 performance reporting, information sharing, and other
billion in military spending over 10 years. Less requirements. Performing expanded missions with
than two weeks later, he proposed creating a new fewer resources is the new normal.
department that consolidates the trade and commerce Achieving the required efficiencies is not an easy
functions of the Commerce Department, the Small task. The US federal government wasn’t designed
Business Administration, the Office of the US Trade to change quickly, and federal agencies, like many
Representative, the Export-Import Bank, the Overseas large organizations, are risk averse. The rewards
Private Investment Corp., and the US Trade and for creativity, innovation, and change are often
Development Agency, which will save an estimated overwhelmed by the negative consequences of
$3 billion over 10 years. In both instances, the mistakes and failure, leading to a culture of risk
administration is not simply cutting budgets but also avoidance among federal employees and their leaders.
streamlining organizations and implementing reforms Bureaucratic infighting, fear of job loss, and other
to achieve efficiencies and sharpen the focus on issues also present obstacles to change. With so
today’s mission needs. These planned changes follow many hurdles to climb, many leaders are tempted to
other cost-cutting activities already underway, such make easy changes, such as implementing across-the-
as a three-year freeze on non-discretionary spending, board cuts; or they delay decision-making altogether,
an effort to cut the federal deficit by one-half within hoping conditions will improve and obviate the need
two years, and a host of White House Executive for substantial changes. But Congress and the
Orders aimed at improving efficiency, effectiveness, White House have made clear that government must
transparency, and accountability. All signal the deep shrink, not grow, and so more reductions are coming.
changes agencies are being called upon to make as Agencies cannot postpone action. The challenge
the White House and Congress grapple with reducing facing agency leaders and managers is this: How can
annual budget deficits that reached a record $1.3 I help my agency sustain, and even enhance, mission
trillion in 2011. With the Congressional Budget Office effectiveness with fewer resources?
projecting exceptionally high deficits for the next four
years, government leaders recognize that they face Meaningful change requires that government leaders
austere budgets and difficult choices—not just this and employees objectively confront assumptions about
year but for many years ahead. their agencies, operations, capabilities, and mission
requirements. Today’s extraordinary challenges provide
However, absorbing the expected cuts is made more a catalyst and opportunity to dramatically improve
difficult by government’s growing responsibilities government by initiating overdue reforms and tackling
in many areas. For example, in recent years, inefficiencies that have long held it back. It’s no longer
civilian agencies have been tasked with providing a question of doing more with less, or even less with
new foreclosure assistance, consumer finance less. Agencies now must perform their missions well
protection, clean energy support, and job assistance with less.
to veterans, while defense agencies have taken on
new responsibilities related to homeland defense,
disaster recovery, cybersecurity, and more. With no

2

Honing an Effective and Efficient Enterprise they serve as important drivers for both effectiveness
Recognizing the challenge facing federal leaders, and efficiency:
Booz Allen has launched a series of studies and • Mission Operations—he way in which the
t
workshops bringing together the best minds in organization plans, executes, measures, and pays
government, academia, and industry to understand for how it will accomplish its mission. This is the
how leaders can strengthen agency operations and fundamental reason the agency exists.
performance while reducing overall expenditures. Most
recently, Booz Allen and the Partnership for Public • Business Support—the core processes, back-
Service have begun holding workshops to help federal office functions, and operations, including people,
leaders and managers address specific challenges, processes, and technologies, which support the
share best practices, and learn from current and organization’s ability to deliver its mission.
former federal leaders as they develop strategies • Change Readiness and Agility—the organization’s
for change. Drawing on these efforts, Booz Allen readiness and ability to successfully undertake
identified seven common managerial practices used effectiveness and/or efficiency initiatives. It includes
by successful leaders to improve effectiveness leaders prepared to initiate change and make
and efficiency. These common practices work best tough decisions, the data and processes necessary
when they are understood and applied as part of an to make smart cuts, a culture of change among
Enterprise Effectiveness and Efficiency framework. employees, and the ability to pursue long-term as
As budgets constrict, agencies must find ways to well as short-term goals.
sustain or even improve mission effectiveness, while To maintain the right balance between effectiveness
also creating short- and long-term efficiencies. This and efficiency, government leaders must pay attention
balancing act between effectiveness and efficiency to all three areas, allocating resources so that each
is one of the most difficult leaders face. Doing so remains strong and in relative balance. An imbalance—
requires that leaders nurture three critical components that is, if one area is weak relative to the others—
of their organizations: Mission Operations, Business could prevent an agency from achieving the optimal
Support, and Change Readiness and Agility. Together, combination of savings and performance.

Figure 1 | Enterprise Effectiveness and Efficiency

Agencies can achieve the right balance of Enterprise
Effectiveness and Efficiency (E3) by strengthening
in equal measure three critical organizational
components: Mission Operations; Business Support;
and Change Readiness and Agility.

Change Readin

3

What Every Leader Must Do following the 9/11 attacks in 2001, many agencies
So how can agencies keep these organizational and offices within agencies were given new mission
components in robust, balanced health? Agency responsibilities, most notably the new Department of
leaders used the common managerial practices Homeland Security. And while the overall mission of
identified in our studies to strengthen the three some agencies may not have changed over the years,
organizational components and keep them in balance, many have been given additional responsibilities, such
thus enabling them to achieve the efficiencies needed as for cybersecurity, disaster recovery, or regulating
to sustain mission performance under constrained economic activity. This reexamination of mission
budgets. These practices can be readily applied by should also spur a concurrent reexamination of the
government leaders at all levels to ensure increased programs and systems supporting those missions,
organizational effectiveness and efficiency. and whether they are still needed, because too often,
programs continue to draw upon critical funding
Mission Operations even after their priority has waned or without having
Know the Mission/Know Its Capabilities. demonstrated the intended mission impact or results.
To set a vision and plan for moving forward, an agency However, it is not enough to know the agency’s
must understand the connections between its actions mission. Leaders also must know their agency’s
and mission effectiveness. This requires agency strengths and weaknesses as well. Where is the
leaders to confront the most basic questions: What agency most effective in performing its mission
business are we in? Are the things we do still as responsibilities? Where are improvements needed?
relevant today as when we started doing them? A clear view of the agency’s mission and mission
Agency leaders should be open to challenging capabilities can help leaders establish a clearer vision
assumptions about their agency’s mission. After for change and what it will mean for their agency’s
all, agency missions are not static. For example, departments and employees.

4

Reassess Stakeholders’ Needs. and developing a business case for responsible
Most leaders understand the importance of engaging cost-cutting. This helps reduce the sway of emotions
stakeholders and involving them in the process of among agency leaders and employees and keeps
change. This effort should also include a rigorous decision-making focused on overall mission priorities
reassessment of stakeholders’ needs, which can and requirements. Prioritizing resources and mission
change over time. For example, citizen constituents requirements—from top to bottom—is essential to
may prefer to engage an agency through the Internet; improving effectiveness and generating efficiencies.
globalization may have increased supply chain risks for
Business Support
a regulated industry; or a realignment of Congressional
Be Bold: Take High Impact Steps.
committees may have given an agency a new set of
When facing budget reductions, the first instinct of
Congressional overseers and priorities. Consumer and
many leaders is to make across-the-board cuts, a
industry demands may have fundamentally changed
strategy that generates the least resistance because
in light of a dramatically altered economy. As leaders
of its apparent fairness in distributing the pain evenly.
engage their stakeholders, they should make sure
But such cuts are often “dumb” cuts because they
they are working with the right set of stakeholders and
treat equally high-priority and low-priority activities. In
using the right tools to gauge stakeholders’ changing
essence, agency officials are saying, “Everything we
demands and evolving needs.
are doing is right, so we’ll just do less of it.” But this
Align the Agency’s Budget—and Budget Cuts—with approach can hurt programs that are performing well,
Its Mission. while poor-performing programs stay the same. Other
Many leaders understand the importance of aligning strategies aimed at making small cuts (such as cutting
resources to mission priorities. Misalignment can cause administrative overhead, travel, training, and printing
agencies to misallocate resources and spend money costs), may also garner more support, but they fail to
on non-critical activities while underfunding their most address the agency’s long-term mismatch between
pressing priorities. Over the years, agencies have budget and mission requirements. Cuts that play
established better linkages between their strategic around the margins are unsustainable.
priorities and the budgeting process. Chief Financial
Of course, bold decisions are hard decisions. No leader
Officers and, now, the newly established Chief Operating
relishes cutting employees, killing programs, or closing
Officers, play a large role in mission-goal development
bases. Fighting resistance and implementing change,
as well as in the resource-allocation process.
even when leaders are confident their decisions are
When trimming budgets, understanding what is not the right ones, requires fortitude. And it also requires
mission-critical is just as important as understanding leaders to follow the other common managerial
what is. This is no more difficult a task than practices, such as building supporting constituencies
determining mission-critical activities, but the among stakeholders and prioritizing programs. But bold,
associated outcome is much more painful and difficult high-impact decisions carry several major advantages
for an organization to contemplate, and so the process that make the effort worthwhile. They position the
of identifying low-priority programs and activities agency to meet its mission requirements not just today
is often resisted. If low-priority (and perhaps poor but also in the future. They also can help leaders avoid
performing) programs are allowed to limp along when a continuing cycle of small cuts that may weaken an
funds are scarce, leaders may be forced to cut funds agency while prolonging the pain. And bold decisions
for high-priority and high-performing programs, precisely typically garner senior-level attention, stakeholder
the programs that should be nurtured to maximize and buy-in, and a rigorous analysis that small cuts rarely
preserve essential capabilities. To overcome resistance get. Thus, the process involved in making a bold cut
to reductions in low-priority programs, leaders should impels a commitment to adhere to the decision and
introduce a process for providing objective analysis positions the agency for long-term sustainability.

5

Spend Money to Save Money. Change Readiness and Agility
Leaders must accept that as budgets decline, their Make Fact-Based Decisions.
agencies will have to spend more in certain areas. Executives need information and facts in order to
Technology, of course, offers significant opportunities make objective, clear-eyed decisions about how to best
for increasing workplace productivity while lowering allocate resources. But agencies typically don’t make
costs through virtualization, cloud computing, mobile good use of the information they have; and often the
computing, shared services, social media, collaboration quality of the information is limited. Similarly, agencies
tools, and other innovations. However, IT investments may have a lot of information, but not necessarily
are not the only ones that leaders should consider. For information that can help them with decision-making.
example, consolidating facilities or infrastructure may Thus, the challenge isn’t just collecting data quickly,
call for an agency to build new facilities or renovate but also collecting the right information. To make
existing facilities, which require up-front investment, effective, fact-based decisions in a time of crisis,
but provide a solid downstream return in savings and leaders must target data collection and analyses
performance. The same holds true for consolidating, toward the parts of the business that matter most. In
centralizing, or training human capital, moving to a fact, decision making becomes fundamentally faster
shared-services model, expanding telework, and a when there is less, not more, information. Too much
host of other activities that improve effectiveness and information can paralyze an organization and be
efficiency. The important point is that agencies need significantly more costly in the end.
to think about saving for the long-term, not just cutting
activities to meet a current budget target. This may With the right information, agencies can carefully
require spending money to save money. evaluate all of the options for improving effectiveness
and efficiency. They can build robust performance
management systems using analytics to critically
analyze data and measure whether they are achieving
the expected performance and savings results. The
feedback enables them to refine their streamlining
efforts as needed. Moreover, the Government
Performance and Results Modernization Act, signed
by President Obama in 2011, emphasizes the
importance of performance measures, including high-
quality performance information, to improve outcomes
and help agencies work smarter, better, and more
efficiently. Successful leaders ensure that for every
dollar spent, the data delivered produces meaningful
returns in terms of the speed and effectiveness of
decisions.

Institutionalize Efficiency.
Most agencies launch efficiency initiatives in
response to outside pressures, such as White House
mandates or budget cuts. However, a few agencies
have established formal processes that encourage
aggressive efficiency efforts on a permanent basis.
To institutionalize efficiency, agencies must create
organizational, process, and cultural mechanisms
that support efficiency on an ongoing basis. Among

6

these are the common managerial practices, such as Using an approach developed by Booz Allen called
fact-based decision making, budget processes that Design for Affordability (DFA), the Navy aggressively
align spending with mission priorities, and strong gathered data from suppliers, customers, and Navy
performance management to ensure that efficiencies staff regarding the strengths and weaknesses of
are actually achieved. The goal is to change cultures the program, specifically focusing on areas that
from reactively looking for efficiency when budget could create savings. They generated cost and labor
pressure arises, to a culture of efficiency hunters baselines for 12 major SSN-774 subsystems, and
where both formal and informal identification of examined cost data for operations and maintenance
efficient ways of doing the business of government are as well as for manufacturing. A distinctive element
recognized, rewarded, and reflected in the accolades of the Navy’s approach was the targeted collection
of senior leadership. An agency must literally define and analysis of data, which focused on areas where
a formal process for identifying opportunities to changes could make the largest impact on reducing
improve efficiency and effectiveness; and it can costs. Consequently, Navy executives were able to
establish an Efficiency Office that is responsible—and make quick and effective decisions on the basis of a
accountable—for efficiency efforts. The agency can short five-page analysis, and within 10 months, they
also offer incentives to reward employees who provide charted a course that fundamentally transformed the
ideas for saving money and improving effectiveness. entire submarine acquisition process, from design to
In this way, an agency can build institutional support sea trials.
for a permanent, efficiency-focused organization.
The Navy incorporated all seven managerial practices
Leaders who are successful in this effort will be aided
in the DFA initiative. Navy and industry leaders
by change management practices to engage staff in
developed a shared understanding of the Virginia-class
joint solution identification; communications practices
submarine’s capabilities and mission requirements.
to address the “me” questions that arise among staff
The effort not only engaged stakeholders but ensured
during any major change; training to ensure leaders
that their responsibilities and needs were well
and staff have the retooled knowledge, skills, and
understood and communicated throughout. Cost-
abilities to operate effectively in the changed efficiency-
cutting decisions were tied to mission priorities and
focused model; and strong messaging to external
requirements. Navy leaders identified high-impact
stakeholders to explain the nature of the change and
steps to cut major program costs. Efficiencies
the impact it has on the services they rely on.
were generated through a variety of initiatives and
investments, and not just through new uses of
Meeting Today’s Imperative—Leading technology. In fact, the stakeholder teams created over
High-Impact Results 40 broad initiatives, including more than 250 ideas
Many government agencies have already adopted
for improving design, scheduling, production, testing,
these managerial practices to strengthen and balance
and other areas. The data-driven, targeted, and fact-
their Mission Operations, Business Support, and
based decision-making process enabled the Navy to
Change Readiness and Agility, thus enabling them
make bold cuts while still maintaining the submarine’s
to offset budget cuts with improved effectiveness
required capabilities and mission effectiveness. Equally
and efficiency. The US Navy’s SSN-774 Virginia-class
significant, the DFA processes and initiatives that were
submarine program provides an example of how these
implemented in the Virginia-class submarine program
practices can produce significant savings while also
are now being used in other shipbuilding and weapons
preserving critical mission capabilities.
programs to build efficiency practices and processes
After the first SSN-774 Virginia-class submarine was into these programs.
built at a cost of $3.2 billion, the Chief of Naval
Bottom line: As a result of their decisions, the per-unit
Operations called for the Navy to reduce the cost
acquisition cost for the Virginia-class submarine was
to just $2 billion (2005 dollars) per boat in order to
reduced to $2 billion per boat, saving $3.8 billion over
increase production to two attack submarines per year.
the life of the program.
7

Conclusion In particular, these practices help leaders and
their employees confront assumptions about their
The current budget crisis requires leaders who
organizations, stakeholders, capabilities, and mission
can make the necessary cost-cutting changes in
requirements, while also providing the processes and
organization and operations while keeping a firm eye
tools for gathering and analyzing data to make effective
on their agency’s mission objectives. This is easy
decisions. These practices also enable leaders to
to say but hard to do. Government does not change
prioritize resources and capabilities in service of the
swiftly, and resistance to change may be strong.
mission operations, which is essential to making smart
Moreover, finding the right path forward can be as
cuts that preserve and even enhance effectiveness.
difficult as implementing it. Nevertheless, the budget
And these practices help build a foundation for
crisis offers government leaders an opportunity to
institutionalizing efficiency in the delivery of business
eliminate inefficiencies, reform outdated processes,
support while creating a sustainable organization that
and reorient their organizations to focus even more
can adapt as needed to changing budgets and mission
sharply on their mission requirement. Agencies
responsibilities.
have no alternatives but to improve efficiency and
effectiveness, given the likelihood of continued budget Leaders are defined more by what they do than by who
shortfalls for the foreseeable future. they are. It is the actions they take that determine
success. By following proven methodologies, agency
There are no guarantees for success, but the seven
leaders can become extraordinary agents of change in
common managerial practices offer a solid platform
helping their agencies meet their 21st-century mission
for helping leaders put their agencies on a long-term
challenges.
path for improved efficiency and mission performance.

8

About the Authors
Pat Peck Mr. Peck is an Executive Vice President Michael Isman Mr. Isman is a Booz Allen Hamilton
with Booz Allen Hamilton, and leads the firm’s efforts Vice President who leads the firm’s business
in Government Restructuring and Efficiency. Most supporting the Central Agencies of Government. These
recently, he led the firm’s US Commercial Business, include the General Services Administration, Office
which provides consulting services to financial services, of Personnel Management, Executive Office of the
health, and energy and utilities clients. He also President, Congress, and the National Archives and
previously led the firm’s Technology Capability team. Records Administration. He is a senior leader in the
firm’s Technology business and Strategic Technology
Ted Sniffin As a Senior Vice President with Booz
and Innovation Center of Excellence. He presents the
Allen Hamilton, Mr. Sniffin leads the delivery of
full suite of the firm’s service offerings to clients with
the firm’s Strategy and Organization capabilities to
particular focus on IT strategy and strategic planning.
US Department of Defense (DoD) clients. He is a
recognized functional expert in enterprise efficiency Marc Austin Dr. Austin is a Senior Associate at Booz
and effectiveness, large-scale organizational change, Allen Hamilton. He is a specialist in strategic planning
strategic planning, business process reengineering, and performance management. He currently supports
and change management. He has contributed his the Executive Office of the President, specifically
experience and insights to numerous Booz Allen the OMB, and leads Booz Allen’s Mission Informed
engagements, including high-profile government, Decision Making (MissionID) offering.
military, and corporate executives.

Contact Information

Pat Peck Ted Sniffin Mike Isman Marc Austin
Executive Vice President Senior Vice President Vice President Senior Associate
peck_patrick@bah.com sniffin_ted@bah.com isman_michael@bah.com austin_marc@bah.com
703-984-1111 703-902-5203 202-508-6505 202-346-9011

9

About Booz Allen
Booz Allen Hamilton has been at the forefront of resources, and deliver enduring results. By combining
strategy and technology consulting for nearly a a consultant’s problem-solving orientation with deep
century. Today, Booz Allen is a leading provider of technical knowledge and strong execution, Booz Allen
management and technology consulting services to helps clients achieve success in their most critical
the US government in defense, intelligence, and civil missions—as evidenced by the firm’s many client
markets, and to major corporations, institutions, relationships that span decades. Booz Allen helps
and not-for-profit organizations. In the commercial shape thinking and prepare for future developments in
sector, the firm focuses on leveraging its existing areas of national importance, including cybersecurity,
expertise for clients in the financial services, homeland security, healthcare, and information
healthcare, and energy markets, and to international technology.
clients in the Middle East. Booz Allen offers clients
Booz Allen is headquartered in McLean, Virginia,
deep functional knowledge spanning strategy and
employs more than 25,000 people, and had revenue
organization, engineering and operations, technology,
of $5.59 billion for the 12 months ended March 31,
and analytics—which it combines with specialized
2011. Fortune has named Booz Allen one of its
expertise in clients’ mission and domain areas to
“100 Best Companies to Work For” for seven
help solve their toughest problems.
consecutive years. Working Mother has ranked the
The firm’s management consulting heritage is firm among its “100 Best Companies for Working
the basis for its unique collaborative culture and Mothers” annually since 1999. More information is
operating model, enabling Booz Allen to anticipate available at www.boozallen.com. (NYSE: BAH)
needs and opportunities, rapidly deploy talent and

To learn more about the firm and to download digital versions of this article and other Booz Allen Hamilton
publications, visit www.boozallen.com.

10

Effectiveness and Efficiency

More Related Content

What's hot (20)

Viewers also liked (14)

Similar to Effectiveness and Efficiency (20)

More from Booz Allen Hamilton (20)

Recently uploaded (20)

Effectiveness and Efficiency