Supporting the State's Education Secretary improve the operations of the New Mexico Public Education Department and increase responsiveness to New Mexico citizens was the focus of this engagement. We concentrated in three high priority areas: teacher licensure, accountability and assessment, and charter school authorization and operations. Working both internally with Department staff and externally with key stakeholders, we examined the implementation of education policy and state business processes. Our goal: to improve customer service, quality and responsiveness of state government. In teacher licensure, which also included a state-wide survey of teachers, major findings and recommendations were geared toward effective implementation of New Mexico teacher licensure requirements, reducing turnaround time and improving quality. We also developed recommendations for state policy initiatives in K-12 and higher education. (with Public Works LLC)