This treatise attacks the conventional wisdom that bureaucrats are bunglers. It traces the source of much poor performance in government to the persistent influence of what is called the "bureaucratic paradigm" - a theory built on such notions as central control, economy and efficiency, and rigid adherence to rules. Rarely questioned, the bureaucratic paradigm leads competent and faithful public servants - as well as politicians - unwittingly to impair government's ability to serve citizens by weakening, misplacing and misdirecting accountability. How can this system be changed? Drawing on research sponsored by the Ford Foundation/Harvard University programme on Innovations in State and Local Government, this book tells the story of how public officials in one state, Minnesota, cast off the conceptual blinders of the bureaucratic paradigm and experimented with ideas such as customer service, empowering front-line employees to resolve problems, and selectively introducing market forces within government. The author highlights the arguments government executives made for the changes they proposed, traces the way these changes were implemented, and summarizes the impressive results. This approach provides would-be bureaucracy busters with a powerful method for dramatically improving the way government manages the public's business.