Turning the Titanic Before Hitting the Iceberg

Turning the Titanic Before Hitting the Iceberg.

Pasco County’s Culture Shift

1. Dr. Marc Bellas, Pasco County
Not Every Implementation is a Success…
Lessons Learned…

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“If your were accused of doing a good
job, would there be enough evidence
to convict you?”
The First Question

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Counting Lots of “Things”
Compliance/Mandates
Lagging Indicators
No “Actionable” Data
Nothing “Proactive/Preventive”
Data Rich - Information Poor.
What Were We Measuring?

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“We were asking questions they had
never been asked before.”
The Revelation
“We were asking them to own their
business….for the first time.”

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Repurposing with Purpose
Starting with the Customer Experience
◦Working Backwards from Customer Requirements.
◦Are the Right Programs and Services in Place?
Minimum and Target Levels of Service
◦Customer Requirements vs. Expectations.
◦Establish Minimum and Target LOS.
Performance Goals Bridge the Gap
◦Moving from Minimum to Target LOS.

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Repurposing with Purpose
Identifying the Work Systems & Processes
◦What Actions and Activities Ensure Delivery of the LOS?
◦What Can Prevent Delivery of the LOS?
Getting to Meaningful Measures
◦How will we know when we are meeting the LOS?
◦How will we measure the things preventing it?
◦The search for Leading Measures.

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Major Shifts
Reactive to Proactive
◦No More Broke-Fix Mentality
Focus on the Customer Experience
Reliance on Meaningful, Actionable Data
“There will never be enough time or money to fix
everything as it breaks. We have to get out in
front of problems and work to prevent them.”
Albert Einstein

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Major Shifts
Utilities
◦Key Measures - Leaks & Breaks
Fire/Rescue
◦Key Measures - Turn Out Times & Response Times
Permitting
◦Key Measures – Completion Times by Process Step
Human Resources - Hiring Process
◦Key Measures – Completion Times by Step

11. Title: Real Estate, Individual Property Vacation Processes
Start Date: October 22 , 2014, End Date: November 21, 2014
Process Map OriginalActualChange Percent
Improved
Process
Steps to be
Realigned
105 65 40 38%
Process Time to
be Realigned
242
Days
120
Days
50%
Lean Newspaper No. Now Next Done
Number of
Opportunities For
Improvement
37 17 46%
Lean Newspaper Matrix Overview
Opportunities for Improvement (OFI’s)
Easy / High Impact
25
Hard / High Impact
9
Easy / Low Impact
12
Hard / Low Impact
2
The Current Pasco County Real Estate Division’s
Process for Individual Property Vacation was
mapped by staff.
Using LEAN tools, identify / simplify / eliminate
steps to improve the efficiency / effectiveness of
Pasco County’s ability to process applications for
Vacations of Right–of-Way’s, Easements &
Alleys.

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Marc Bellas
[email protected]
727-484-3059 ext 7337