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Part One: New Realities for Public Agencies 1. The Quiet Revolution in American Government 2. The Evolution of Work in Public and Private Bureaucracies 3. A New Approach to Work: Re-Engineering and the Seamless Organization Part Two: Re-Engineering Public Organizations: Principles, Strategies, and Guidelines 4. Principles of Re-Engineering 5. Setting the Stage for Re-Engineering 6. Re-Engineering Step-by-Step 7. Overcoming Public Sector Constraints 8. Aligning Systems to Support Seamless Work Part Three: Pulling It All Together 9. Re-Engineering Lessons from Two Agencies 10. Getting Started on Re-Engineering Conclusion: Working Without Walls