Writings & Resources
Research and Frameworks
The pieces below represent two kinds of intellectual contribution: a five-article series building the upstream foundation that federal operating model transformation requires, and standalone frameworks and research developed through multi-agency practice.
Article Series
Article Series · Five Articles
The Value-First Imperative
Federal agencies are adopting operating models before answering the question those models are designed to address: what value are we here to deliver, and to whom? This five-article series builds the upstream foundation — defining mission, mapping customers, aligning structure, and measuring what matters — that makes operating model transformation real and durable.
Frameworks & Research
Framework
The Customer Roles Framework: A Planning Tool for Federal Leaders
Edith A. Hughes, D.Sc. · Adaptive Value Design LLC
Federal agencies serve multiple, structurally distinct categories of customers whose needs are routinely conflated. This framework gives leaders a shared structure for mapping who they serve before designing how they deliver.
Read →Framework
The Public Value Aperture: A Federal Operating Model Framework
Edith A. Hughes, D.Sc. · Adaptive Value Design LLC
A framework for designing mission-aligned operating models that integrate six interdependent elements — from mission domains and customer insight through technology enablement and outcome measures.
Read →Research Article
Achieving Transformational Customer Experience in Government
Edith A. Hughes · Published by MITRE Corporation
An examination of what it takes for federal agencies to move from transactional service delivery to genuinely transformational customer experience — and the organizational conditions that make it possible.
Read on MITRE.org →