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Reengineering and streamlining government services since 2004. We believe…

Center for Lean Government Services www.ctdol.state.ct.us/lean. Reengineering and streamlining government services since 2004. We believe… If you don’t have knowledge of your business processes and don’t manage them diligently, they will eventually manage you.

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Reengineering and streamlining government services since 2004. We believe…

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  1. Center for Lean Government Services www.ctdol.state.ct.us/lean Reengineering and streamlining government services since 2004. We believe… If you don’t have knowledge of your business processes anddon’t manage them diligently, they will eventually manage you.

  2. Center for Lean Government Serviceswww.ctdol.state.ct.us/lean 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

  3. Center for Lean Government Serviceswww.ctdol.state.ct.us/lean 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”

  4. Center for Lean Government Serviceswww.ctdol.state.ct.us/lean Why the 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 Facilitators and trainers dedicated to quality process improvement

  5. The LEAN Team Center for Lean Government Serviceswww.ctdol.state.ct.us/lean How do you sustain Lean in government? The keyis Management Behaviors • obtain management commitment • emulate Lean behaviors • empower all staff • encourage innovation • think like a for-profit organization Lean is “employee centered” change

  6. Center for Lean Government Serviceswww.ctdol.state.ct.us/lean 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

  7. Center for Lean Government Serviceswww.ctdol.state.ct.us/lean Collaborative Efforts • 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

  8. Expectations Center for Lean Government Serviceswww.ctdol.state.ct.us/lean • repeatable and predictable processes • increased productivity • fewer errors • exceed customer expectations • improved employee satisfaction • empowered staff Lean is the relentless pursuit of waste

  9. 1. What you think it is... 2. What it actually is... 3. What you would like it to be ... Versions of a Process Center for Lean Government Serviceswww.ctdol.state.ct.us/lean Adapted from Product & Process Innovations, Inc.

  10. LeanAccomplishments Center for Lean Government Serviceswww.ctdol.state.ct.us/lean • 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

  11. What our Customers are Saying Center for Lean Government Serviceswww.ctdol.state.ct.us/lean “Thank you for introducing me to one of the most positive experiences for mehere 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.”

  12. What our Customers are Saying Center for Lean Government Serviceswww.ctdol.state.ct.us/lean “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.”

  13. Connecticut Quality Improvement Award Partnership (CQIAP) Awards Center for Lean Government Serviceswww.ctdol.state.ct.us/lean • 2000 Platinum Connecticut Innovation Award • 2004 Silver Connecticut Innovation Award

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