Service Delivery, Addiction, Social Policy
Dr. David Gustafson (University of Wisconsin – Madison) describes his work making system change and improvement. He outlines the NIATx model, which emphasizes simple aims in how we approach process improvement. Drawing examples from his change work in the addiction field, Dr. Gustafson summarizes the importance of simple aims, of exploring the problem from the perspective of customers or clients, of seeking expertise and wisdom from outside fields, of learning from failure and adapting quickly, and of disseminating the solutions to other agencies. Dr. Gustafson provides a case study of the A-CHESS mobile app, a successful product of the change process in the addiction field.