In Norway, we have a serious problem in the public sector, namely the merging of many social services (work, health benefits, etc. etc.) into one large organization (well, large for Norway, anyway) called NAV, which simply does not work. I have always thought that this could be solved by using technology to centralize information, then make it available to the case workers, could be the way to go. This presentation by John Seddon, I think, makes the same point, but with less focus on the technology and more focus on understanding demand and tailoring the organization for it:
Interesting not just for the content, but also for presentation style – though I think the severe criticism ("He’s a wanker.") would be hard to do outside England and with less of an Oxbridge enunciation.