Lean Coordinator Workshop August 14, 2014 DOT Training Center

Lean Coordinator Workshop August 14, 2014 DOT Training Center Presented by Members of the Statewide Process Improvement Steering Committee

Good Morning! Who’s in the Room?

Vision Serving the individuals, families, businesses and communities of Connecticut in the most efficient and responsive way.

What do you want to get out of today’s workshop ? How can we help you? What are the issues you are facing?

Employee Engagem ent Soliciting ideas Tracking ideas Prioritizing projects Reporting P-D-C-A

OPM Case Study : Agency Lean Workgrou p Leadership/chair role held by Lean Coordinator Lean Coordinator has direct line to Secretary One member from each division Solicit ideas – “Suggestions for Innovation” Track ideas and outcomes Select projects Internally facilitate projects when necessary Monthly meetings Internal SharePoint site

OPM Case Study : Agency Lean Workgrou p “If I could change one thing about this process it would be.” YOU fill in the (*complimentary blanks provided on the

Accountabi lity and Follow-Up Structure – internal (agency-level) and external (statewide) Roles – Lean event and beyond “Managers as messengers” Team and agency committee meetings PARS

DOT Case Study : PARS

BREAK

Measurin g Success : Key Elements and Question s Use data to help make decisions Project specific measurement and roll-up – relate to overall goals P-D-C-A What can we collect and who should be responsible? How can we make reporting on our data easier?

Measurin g Success: How it All Fits Together Results Based Accountability Balanced Score Cards Lean

Measurin g Success : Technical Help Baseline data Benchmarking Measurement categories Regular discussion – “what gets measured, gets managed” Templates/tools/hints What data does your agency collect? Talk to your Open Data Officer

Measurea ble Objective s As presented by the State of - an action verb (increase/decrease) -measureable output (count, %, rate) - quantity improvement (by x %) - time frame (by xx/xx/xx)

DMV Case Study: KPIs 2013 (Jan-Dec) - Types of Lane Inspections 3500 3285 Total Lane Inspections 13,429 3000 2810 N u m b e r 2500 1964 2000 o f I n s p e c t i o n s 1500 1120 1000 772 620 439 500 458 366 319 347 241 199 146 157 62 115 6 0 N VI Ve n tio a c rifi ge la va S n et tio iT ck c pe g in ns I n ar Re W ,) TV S ( . isc M w do in W t Tin N VI m ign s As t en Am ce an l bu m Ho em e ad er ail r T xi Ta r Se e vic s Bu er ck e r W d ne o d an b A m Ca p Dr ol ho c gS vi in m Co e sit o p e ail Tr Cm no N r( l) er ail r T om (C m l) cia r e

DMV Case Study: KPIs 2014 Types of Lane Inspections Total Lane Inspections: 5,390 1400 1281 1200 Number of Inspections 1000 943 800 709 600 400 354 300 263 220 278 248 178 200 148 118 117 96 71 25 38 3 0 N VI Ve on ati c rifi ge lva a S n ni ar W et iT ck g Re on cti e sp -In ,) TV S .( isc M w do in W t Tin N VI nm sig s A t en Am ce lan u b m Ho em e ad r ile a Tr xi Ta r Se e vic s Bu r W r ke c e ed on d an Ab m Ca p ng ivi r D l oo h Sc m Co e sit po Tr e ail m -C n No r( l) e ail Tr m Co ( r m l) cia r e

DMV Case Study: KPIs 300 Consumer Complaint Center - 2012 thru 2014 280 Cases Received 259 Cases Open (Running Total) 250 220 200 150 149 139 144 131 130 119 114 105 100 119 109 101 115 109 108 103 99 96 91 95 94 90 89 82 104 82 46 39 42 34 37 40 110 91 89 81 80 72 50 107 82 71 41 35 43 38 34 31 25 28 27 28 26 32 36 29 34 32 24 0 40909 40940 40969 41000 41030 41061 41091 41122 41153 41183 41214 41244 41275 41306 41334 41365 41407 41438 41468 41487 41530 41548 41591 41609 41653 41684 41712 41743 41773 41804

DMV Case Study: KPIs Consumer Complaint Cases January 2014 - Feb 2014 Total Cases Received: Total Cases Closed: Total Cases Presently Open: 115 113 Cases Received Cases Closed 110 108 104 103 Case Open 102 104 101 96 95 94 88 88 94 90 82 110 106 99 91 80 76 80 88 76 71 81 78 96 92 89 82 Status 75 72 107 40 43 41 35 38 34 31 25 41287 41318 41346 41377 41407 41438 28 27 28 41468 41487 41530 32 26 41560 36 34 32 29 24 41591 Month 41609 41653 41684 41712 41743 41773 41804 41834 41865 41896 41926 41957 41987

DSS Case Study : Connecting Metrics with Outcomes

Review: What do you want to get out of today’s workshop? Review of items identified at beginning What can we focus the next workshop on?

Thank You! www.ct.gov/LeanCT