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“Gentlemen, we are out of money. Now we have to think!” Winston Churchill 3

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5 Shifting a Culture

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7  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.

8  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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10  Process Improvement ◦ Map Process Steps, Actions, Activities, Touch Points ◦ Analyze where the Process is Breaking Down ◦ Improve Effectiveness and Efficiency ◦ Standardize the Improved Process (SOP) ◦ Measure the Results and Compare  Report and Review Performance ◦ The Business Review Process

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12  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

13  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

Title: Real Estate, Individual Property Vacation Processes Start Date: October 22, 2014, End Date: November 21, 2014 Process MapOriginalActualChange Percent Improved Process Steps to be Realigned % Process Time to be Realigned 242 Days 120 Days 50% Lean Newspaper No.NowNextDone Number of Opportunities For Improvement % 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 Current as of: November, 2014  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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