Getting a grip on the problem -- Setting the price of government -- Setting the priorities of government : buying results that citizens value (at the price they are willing to pay) -- Strategic reviews : divesting to invest -- Consolidation : smart mergers -- Rightsizing : the right work, the right way, with the right staff -- Buying services competitively -- Rewarding performance, not good intentions -- Smarter customer service : putting customers in the driver's seat -- Don't buy mistrust--eliminate it -- Using flexibility to get accountability -- Make administrative systems allies, not enemies -- Smarter work processes : tools from industry -- Leadership for a change -- Politics : truth, lies, and the campaign for public support.