Isett, Kimberley R.; Glied, Sherry A.M.; Sparer, Michael S. - In: Public Management Review 15 (2013) 1, pp. 1-17
<title>Abstract</title> This paper examines the implementation of large, transformative change in the Medicaid offices in New York City to improve efficiency and consumer-friendliness. A bottom-up process was engaged to design and implement the needed changes from those who were most affected by the change....