Over time, organizational structures can become ossified and detract from optimal performance. Faced with a legislative mandate to reorganize and improve customer service, this state agency thoroughly rethought its structure. “Karen’s team was fantastic! They were instrumental in designing and conducting the inquiry process as well as galvanizing the leadership team, contributing greatly to our effectiveness. They added huge value, going above and beyond their responsibilities to see this project through.” Charlie Smith, Secretary Vermont Agency of Human Services