March 2015

Continuous Process Improvement

 Ken Miller, in Extreme Government Makeover, describes the use of  triage as a way to streamline processes. It involves moving from a one-size-fits-all approach to a more targeted process based on the needs and circumstances of the customer. A common private sector example is the "8 items or less" express checkout line in a grocery store. Using the same concept, some cities waive a plans review process for builders who have demonstrated proficiency in the building codes, and are willing to take their chances on inspections in the field during construction.

Our Parks & Recreation department is using this concept in a proposal to improve the way special event permits are reviewed and issued. Based on objective criteria, some event permits will be issued immediately, with other departments simply kept informed of the date and nature of the event. Others (for example, those requiring a street closure) will get more scrutiny. And still other events won't need a permit at all.

This new process will provide significantly better customer service, and it will reduce staff time.

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Our Library staff have made a significant improvement in the way magazines and other periodicals are processed. By using a software module available through the library network, they have reduced staff time in processing periodicals from 28 hours per week to 7 hours per week, a 75% reduction.  And it provides better customer service: library patrons can now see (via the on-line system) what the most most current issue available is at all times.

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With the Support of IT, the Police Department is transitioning from stationary in-car computers, to portable tablets. Not only does this reduce the amount of hardware in the patrol car, it allows the officer to gather records information or write a report “in the field,” away from the car. This can be especially helpful when at the scene of an accident or crime. The Police Department anticipates time savings as a result of this new mobility – no more need to hand write information for report writing at a later time – officers will only handle the information once.

The Police Department recently switched brick and mortar uniform store, to an online uniform vendor. As needed, this new vendor comes to the police department to ensure correct measurements for purchases, however, most transactions are completed online, with delivery to the Police department. The police Department is finding the service to be better than previously received and is reporting a time savings by eliminating travel to the brick and mortar store, previously in Portland.

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Something as mundane as how your workspace is organized can make a big difference in how efficient you are. Julia Childs stored her cooking implements on a pegboard, with the outline of each tool marked, the same technique used by journeyman mechanics. Along those lines, Jessica Numanoglu in the Planning & Building Services Department reorganized the commonly-used electronic folders to make working documents easier to find, and to consolidate similar topics in one place.