Reengineering and streamlining government services since We believe… If you don’t have knowledge of your business processes and don’t manage them diligently, they will eventually manage you. Center for Lean Government Services

Why implement Lean? Government is under increasing pressure to: reduce wastes reduce costs increase productivity and services with less Improve processing time improve quality of services meet customer expectations Lean symbolizes a new way of doing business Center for Lean Government Services

Common Misconceptions only a useful tool for manufacturers increasing productivity creates higher stress for workers eliminating waste results in staff reductions/job loss focusing on internal processes = less attention to the customer expensive to implement Lean is NOT a “flavor of the month” Center for Lean Government Services

Established in 2004 Experienced facilitators and trainers Immediate on-site consultation Knowledge of government processes Proven curriculum Successful internal and external efforts Support from U.S. Department of Labor Why the Center for Lean Government Services? Facilitators and trainers dedicated to quality process improvement Center for Lean Government Services

The LEAN Team How do you sustain Lean in government? obtain management commitment emulate Lean behaviors empower all staff encourage innovation think like a for-profit organization The key is Management Behaviors Lean is “employee centered” change Center for Lean Government Services

Interagency Lean Activities Benefit Payment Control Business Management Business Services Call Center Operations Claims Examination Customized Job Training Delinquent Accounts Information Technology Merit Rating Office of Apprenticeship Payroll Purchasing Quality Program Review Shared Work Trade Adjustment Assistance Veterans Workforce Development Wage & Workplace Standards Welfare to Work Center for Lean Government Services

Board of Education Services for the Blind Connecticut Housing Finance Authority Eastern Connecticut Workforce Investment Board Departments of: Economic and Community Development Energy and Environmental Protection Public Health Social Services Collaborative Efforts Center for Lean Government Services

repeatable and predictable processes increased productivity fewer errors exceed customer expectations improved employee satisfaction empowered staff Expectations Lean is the relentless pursuit of waste Center for Lean Government Services

Versions of a Process Adapted from Product & Process Innovations, Inc. 1. What you think it is What you would like it to be What it actually is...

Lean Accomplishments 25 internal, external Lean events more than: 400 process steps eliminated 330 process steps reengineered or automated 15,500 worker hours reengineered $ 8.4m projected annual cost savings Center for Lean Government Services

What our Customers are Saying “Thank you for introducing me to one of the most positive experiences for me here at the Labor Department. Now I can’t seem to stop wanting to Lean everything.” “Eliminating waste in government has truly been an enlightening experience. The process gave me a real understanding of the needs of our customers and the way they do business.” “Our commitment to streamlining the Business Management procurement process was a rewarding and challenging experience that helped us in finding solutions that would benefit our needs.”

Center for Lean Government Services What our Customers are Saying “The Lean process helped us to take an objective look at our internal business processes and finds ways to streamline them. Implementation of these changes will make for a better product, reducing wasted time and duplication of effort.” “The Lean project was successful in reducing document requirements because it involved those of us who deal directly with a very important customer - the employer.” “The Lean program has improved our Customized Job Training contract process. The Lean program helped to streamline the process without compromising integrity, and is in sync with the training our customers are doing to be globally competitive.”

Center for Lean Government Services Connecticut Quality Improvement Award Partnership (CQIAP) Awards 2000 Platinum Connecticut Innovation Award 2004 Silver Connecticut Innovation Award