Applying great management in a state agency: Indiana BMV's journey from worst to first

Although pressures for more efficient and effective government are intense and prescriptions for transformation abound, critical accounts of successful government change initiatives are relatively limited. In this article, we chronicle a transformation of the Indiana Bureau of Motor Vehicles whereby the agency dramatically improved the quality of services while significantly reducing its cost structure—literally moving from worst to first in national rankings of such agencies. We further use this robust case to critically evaluate researcher Jim Collins’ assertions regarding the issues most critical to organizational change and effectiveness in the social sector (vis-à-vis the business sector) and conclude with lessons regarding great management practices for institutions across sectors.