1. Clerk of the Circuit Court Palm Beach County, Florida Our Journey to Excellence

2. Join us on Our Journey to Excellence…

3. Sharon R. Bock Clerk & Comptroller Clerk Bock believes that strong leadership is essential to achieving organizational excellence. Leaders are responsible for setting clear direction and creating a culture where employees take pride in their work, actively participate in making improvements and have a desire to reach their fullest potential. The Clerk & Comptrollers Office began its journey to excellence, using the Sterling Framework, in 1998. The Clerks Vision The Clerks Office provides the highest level of service to our customers in a happy and satisfying workplace, where we all can develop to our fullest potential.

4. About the Clerks Office THINK…LINK Provides services to a population of 1.2 million county residents from 8 locations in the following functions: Provides services to a population of 1.2 million county residents from 8 locations in the following functions: Court Services ~ Clerk for County and Circuit Criminal and Civil Courts Court Services ~ Clerk for County and Circuit Criminal and Civil Courts Finance ~ Clerk to the Board of County Commissioners, Finance ~ Clerk to the Board of County Commissioners, Chief Financial Officer, County Auditor, and Custodian of County Funds Chief Financial Officer, County Auditor, and Custodian of County Funds Legal Records ~ County Recorder and Custodian of the countys Official Records Legal Records ~ County Recorder and Custodian of the countys Official Records Operating budget of $55 million Operating budget of $55 million 750 employees 750 employees

5. Our Journey to Excellence 1997 - 2003 Deliver Outstanding Service Be a Great Place to Work Be Effective and Efficient THINK…LINK Our Culture Statement Our Culture Statement Values and behavioral expectations for all employees that Values and behavioral expectations for all employees that define the relationships in our workplace define the relationships in our workplace Sterling Navigator Sterling Navigator Organizational assessment that established a Organizational assessment that established a performance baseline performance baseline Our three Strategic Directions Our three Strategic Directions Organizational initiatives and strategic plans are Organizational initiatives and strategic plans are linked with one or more of these directions linked with one or more of these directions (Our motto ~ THINK…LINK) (Our motto ~ THINK…LINK)

6. Our Journey to Excellence 1997 - 2003 THINK…LINK Our Management Operating System Our Management Operating System Department performance and productivity measurement system Department performance and productivity measurement system that rolls up as a dashboard at the executive level that rolls up as a dashboard at the executive level Strategic Plan Strategic Plan Systematic process that involves employees at all levels of the organization Customer Service Focus Customer Service Focus Integrated customer service system that includes employee training, customer satisfaction measurement, complaint processing and process improvement

7. Our Journey to Excellence 1997 - 2003 THINK…LINK Employee Satisfaction Focus Employee Satisfaction Focus Integrated employee satisfaction programs that include annual employee surveys and an employee/management team approach to improving employee satisfaction Integrated employee satisfaction programs that include annual employee surveys and an employee/management team approach to improving employee satisfaction Pay-for-Performance Pay-for-Performance Performance increases based on twice-yearly appraisal ratings Performance increases based on twice-yearly appraisal ratings Our Process Improvement Model (PIM) Our Process Improvement Model (PIM) Six-step problem-solving and improvement process Six-step problem-solving and improvement process that is used at all levels of the organization that is used at all levels of the organization

8. Why Use the Sterling Framework? THINK…LINK The answer is simple: the return on investment, of course! The answer is simple: the return on investment, of course! For your organization: For your organization: A unifying vision and direction A unifying vision and direction Cost savings Cost savings High levels of customer satisfaction and loyalty High levels of customer satisfaction and loyalty Happy employees Happy employees For your customers: For your customers: Increased efficiency Increased efficiency Friendly, accurate and timely service Friendly, accurate and timely service For your community: For your community: A role model for business excellence A role model for business excellence

9. What did the Sterling Framework do for the Palm Beach County Clerks Office? By establishing our three Strategic Directions, measuring our performance and making incremental improvements, we accomplished outstanding results: THINK…LINK DELIVER OUTSTANDING SERVICE Customer satisfaction ratings over 97% since 2001 Customer satisfaction ratings over 97% since 2001 BE EFFECTIVE AND EFFICIENT Cost savings of over $750,000 from process improvements since 2001 Cost savings of over $750,000 from process improvements since 2001 AAA Bond Rating – one of only 8 counties nationwide so rated AAA Bond Rating – one of only 8 counties nationwide so rated Return of $6.5 million in unspent funds from budget to the taxpayers of Palm Beach County Return of $6.5 million in unspent funds from budget to the taxpayers of Palm Beach County BE A GREAT PLACE TO WORK Employee satisfaction ratings that are at or near national benchmarks in areas such as work and family balance, training, organizational direction, loyalty, benefits and recognition Employee satisfaction ratings that are at or near national benchmarks in areas such as work and family balance, training, organizational direction, loyalty, benefits and recognition

10. Excellence Essentials Clear vision and direction Clear vision and direction Full commitment of the leadership team Full commitment of the leadership team A culture of respect and support A culture of respect and support Willingness to learn from mistakes Willingness to learn from mistakes Open communication Open communication Teamwork Teamwork Creativity Creativity Positive outlook Positive outlook Celebration of successes Celebration of successes THINK…LINK

11. Take the First Step THINK…LINK Ask questions! Call Alyson Goermar at (561) 355-6824 or send an e-mail to agoermar@co.palm-beach.fl.us Ask questions! Call Alyson Goermar at (561) 355-6824 or send an e-mail to agoermar@co.palm-beach.fl.us Attend our annual Best Practices Showcase (scheduled for April 7, 2005) in West Palm Beach Attend our annual Best Practices Showcase (scheduled for April 7, 2005) in West Palm Beach Visit our website at www.pbcountyclerk.com to view our Governors Sterling Award application Visit our website at www.pbcountyclerk.com to view our Governors Sterling Award applicationwww.pbcountyclerk.com Visit our office to see systems we have used Visit our office to see systems we have used Attend the 2005 Sterling Conference Attend the 2005 Sterling Conference Research Sterling Opportunities Research Sterling Opportunities Sterling Navigator Sterling Navigator Sterling Challenge Sterling Challenge Regional Training Regional Training Regional Team Showcase Regional Team Showcase