Government services are evolving to deliver information and services more efficiently and smoothly. In the past, both public and private sector projects in the state encountered budget challenges, delays, and user dissatisfaction. However, a groundbreaking new approach is now poised to meet the needs of Minnesotans more effectively than ever before.  

The Product & Agile Center of Enablement (PACE), a division under Minnesota IT Services (MNIT)’s Office of Transformation and Strategy Delivery (OTSD), leads this transformation. PACE boldly innovates to improve services for Minnesotans by applying customer experience best practices. This approach yields excellent results, revolutionizing how many state agencies deliver information and services.  

A new vision for service delivery 

Recognizing the critical need for change, Minnesota made building public trust a cornerstone of its strategy. To achieve this, the state prioritized innovative strategies aimed at effectively meeting the needs of its users. The clear path forward involved shifting from project management to product management (P2P) and Agile delivery methodologies. 

Minnesota's transformation, led by OTSD, marked an exciting shift from traditional methods, encouraging a new mindset and work approach with PACE driving adoption of P2P and Agile delivery across the Executive Branch Agencies. This change offered opportunities for growth, including: 

• Changing Mindsets: Shifting from traditional project management to a product management and Agile mindset required a significant cultural and operational change within government agencies. 
• Inherited IT Challenges: Existing IT applications and systems required significant updates or replacements, complicating the transition to new methodologies. 
• The complexity of Modern Work Environments: Navigating extensive collaboration and coordination among state employees added layers of complexity to their work processes. 

Embracing agile methodologies 

PACE works with agency partners to change how they store and use information and how they provide services to Minnesotans: 

• Workshops and Training Sessions: PACE organizes workshops and training sessions to introduce Agile and product management concepts to agency leadership and management. In these workshops, participants apply these concepts to their unique products or services, so no two trainings are alike. 
• Early Adopter Program: PACE leads an early adopter program where selected agencies implement Agile and product methodologies, providing hands-on experience and refining guidance and processes. 
• Co-creating Playbooks: PACE collaborates with agencies to develop playbooks outlining how to adopt product management and Agile methodologies, including journey mapping and streamlining delivery processes. 

Since its implementation, PACE brought new energy into Minnesota's operations, offering fresh ways to improve service delivery. Aligned with the Governor’s One Minnesota Plan, which focuses on customer experience, this transition boosted the state’s ability to meet objectives and increase customer satisfaction. 

Why it matters 

Minnesota's embrace of agile methodologies extends beyond efficiency; it strives to meet the evolving needs of its residents. States with higher rates of customer satisfaction enjoy greater trust in government and increased voter participation. By prioritizing customer experience, Minnesota improves service delivery and builds a stronger connection with Minnesotans. 

Transformative impact 

From streamlining certification processes to fostering economic empowerment and educational opportunities, these three examples demonstrate how earlier adopters of agile and product methodologies prioritize efficiency, customer-centricity, and societal impact in their operations.  

1) Transformational change through the Minnesota Department of Human Rights (MDHR) Contractor Portal 

The Minnesota Department of Human Rights (MDHR) issues Workforce and Equal Pay Certificates to vendors who want to do business with the state. These certificates are critical to undoing gender and racial disparities. MDHR and MNIT are embarking on a transformational project to launch a Contractor Portal. By embracing the Product and Agile approaches, the Contractor Portal will improve the customer experience for vendors doing business with the state, streamline the procurement process to support all state agencies, and further the One Minnesota Plan by reducing disparities and inequities.  

2) Cottage Foods License with the Minnesota Department of Agriculture (MDA) 

The Minnesota Department of Agriculture (MDA) oversees the issuance of Cottage Foods Licenses, vital for small businesses selling goods at farmers’ markets. By refining the information requirements and processing procedures, the agency significantly reduced the turnaround time from 28 to 14 days. This accelerated process directly impacts the livelihoods of entrepreneurs, enabling them to swiftly access licenses and engage in commerce. Moreover, it underscores the agency’s commitment to facilitating economic activity while ensuring regulatory compliance. 

3) Education Training Voucher for Foster Care Children 

The Education Training Voucher program caters to children in foster care aspiring to pursue higher education. Beyond merely allocating funds, this program provides support to help students enroll and succeed in college. By reframing the discussion around desired outcomes, the agency emphasizes the broader societal impact. This approach highlights the ripple effect of educational opportunities, ultimately contributing to stronger communities and a more equitable society. 

In each of these examples, the adoption of Product and Agile methodologies transcends mere process optimization. It embodies a paradigm shift towards the customer experience wherein agencies prioritize the needs and experiences of stakeholders. The full transition to a product model will take Minnesota 7-10 years, but the launch of PACE has shown that there is support to make that transition a reality. 

Setting a new Standard for government excellence in Minnesota

While transitioning to a fully product-centric model will take time, Minnesota has set a clear path forward with the launch of PACE garnering widespread support for this transformation. By embracing Agile methodologies and prioritizing customer experience, Minnesota is paving the way for a more efficient, responsive, and citizen-focused government. Through PACE, Minnesota is meeting resident needs and setting a new standard for government excellence, serving as a beacon of progress for other states.