1. 1 Introductions Palo Alto IDEO Activity Palo Alto – Case Study Q & A Presentation Overview

2. 2 Hilary Hoeber, IDEO Holly Eskridge, ICMA & Rock Hill, SC Brenna Rowe, Palo Alto, CA Khashayar “Cash” Alaee, Palo Alto, CA Presenters

3. 3 26 square miles 61,200 evening residents 250,000 day time residents “Home” to Stanford University Birthplace of Silicon Valley City Statistics

4. 4 Established in 1894 Charter City Council – Manager Form of Government 9 City Council Members 13 Departments Operating Budget of $146 million Enterprise funds of $317 million City Organization

5. 5 A Case Study from Palo Alto, CA April 11, 2013 Creating a Culture of Engagement

6. 6 Organization didn’t have values of speed, creativity, and innovation Siloes between departments Lack of connection to community The Palo Alto Process The Problem

7. 7 The Journey 2009 – Town Hall Employee Meetings 2010 – Change by Design, IDEO 2011 ICMA Leadership Team Engaging Excellence Design Team Rolled out Design Elements

8. 8 ICMA Leadership Team Holly Eskridge, City of Rock Hill, SC Jennifer Reichelt, City of Great Falls, MT Victor Lauria, City of Novi, MI Eric Ellwanger, Colleyville, TX Recommendations

9. 9 Design Elements Design Element One Re-invented New Employee Orientation Design Element Two Engaging Excellence Forum for Management & Professional Group

10. 10 New Employee Orientation Old Design Bi-monthly Entitlement focused Process, policy and procedures heavy Lack of connection to community Isolated and independent

11. 11 New Employee Orientation New Design Monthly – Two Day Orientation All new employees begin same day Executive team Tour of the City Community member panel Graduation ceremony

12. 12 Results 99 New graduates 1 st Year Retention – 95%

13. 13 Testimonials I attended NEO as a newly-promoted employee, after being appointed as the Director of Emergency Services and having been with the Palo Alto Police Department since the 1990s. I appreciated the implicit message that NEO sends to new employees: You are part of a team. You are valued. ~ Ken Dueker, Director, Emergency Services

14. 14 Testimonials My experience at the New Hire Orientation was for surely one that I will never forget. I have never felt so welcomed into a new work environment as with the City of Palo Alto. It was so great to get to meet all the other new hires and people from different departments. ~ Wesley Patnesky, Dispatcher, Police

15. 15 Testimonials I was so nervous on my first day of work and the New Employee Orientation made me feel very comfortable and welcome at the City of Palo Alto. This is my first real job out of college, so I didn’t know what to expect. Cash was super friendly and made us all really excited to be part of team! ~ Lacey Lutes, Utility Account Representative

16. 16 Testimonials As a Palo Alto native, I thought I knew everything there was to know about the City I worked for and loved. After working for the City’s Aquatics program as a Swim Instructor/Lifeguard since 2004, I wasn’t expecting to take away as much value as I did. Boy, was I wrong! From meeting the Department Directors, touring the beautiful sights of Foothills Park, to visiting representatives from Stanford University, I walked away from the experience with a greater understanding of and appreciation for the inner workings that make up this community. ~ Tyler Stetson, Recreation Coordinator

17. 17 E2 Forum Old Design No regular meeting for group Reactive driven meetings Negative messaging No collective learning

18. 18 E2 Forum New Design Bi-Monthly 1 hour meeting Challenge to think differently 15 minute presentation (TED Talk) City updates Social Time

19. 19 Results 6 Forums James Keene, City Manager, Kick Off Jonathan Reichental, CIO, Six Big Trends Ben Lee, PAPD & Coach 2012 US Olympic Badminton Team Ari Gesher, Palantir Technologies Tomi Reichental, Author, I was a Boy in Belsen Bob O’neill, ICMA Executive Director

20. 20 Implementation Suggestions Make time to listen Establishing timelines Managing fears Develop key allies Flex muscles strategically Make it fun!

21. 21 Questions?