> The implications of these differences become clear in times of crisis. When COVID-19 struck, agencies struggled to adapt their operations quickly and effectiv

> The implications of these differences become clear in times of crisis. When COVID-19 struck, agencies struggled to adapt their operations quickly and effectively—precisely the kind of capability that systematic process understanding and improvement would have facilitated. The same patterns emerged during the 2008 financial crisis and Hurricane Katrina response. Inflation and immigration would both qualify as crisises that admins fail to handle