Making Broken Systems Work: A Story About Repair and Innovation is a case study of the California College Guidance Initiative (CCGI). It traces CCGI’s origins to a 2012 administrative error in which 114 students were erroneously denied admission to California State Universities because of a 10th-grade Spanish credit mis-evaluation. That error exposed deeper systemic failures in how student academic data, course credits and advising systems interoperate.

The case study recounts how leaders responded by building CCGI as a coordinated, state-level initiative to surface errors, align practices and build infrastructure for more reliable guidance.

Over time, CCGI deployed data tools, partnerships and process redesigns to strengthen what had been fragmented systems. The case study draws out key lessons on diagnosing systemic breakdowns, designing for scalability, maintaining equity and cultivating adaptive leadership. It also offers a practical roadmap for organizations and policymakers aiming to intervene in broken systems.