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Texas Department of Health. The Survey of Organizational Excellence: The Making and Marketing of Agency Improvements 2002-2003 Wanda Thompson, Ph.D., Associate Commissioner for Operational Support Robin L. Scott Organizational Development Specialist. A Review of 2002 – Where Were We?.

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texas department of health

Texas Departmentof Health

The Survey of Organizational Excellence:

The Making and Marketing

of Agency Improvements

2002-2003

Wanda Thompson, Ph.D.,

Associate Commissioner for Operational Support

Robin L. Scott

Organizational Development Specialist

a review of 2002 where were we
A Review of 2002 – Where Were We?

The TDH mission: To partner with the people and communities of Texas to protect, promote and improve health.

  • Over 150 programs and organizational units, $1.5 billion in annual expenditures; under the Texas Health & Human Services Commission
  • 5200 employees: TDH Austin, 8 regionaloffices, 2healthcare facilities
agency priorities remain the same in 2003
Agency Priorities Remain the Same in 2003
  • Improve Immunization Rates
  • Promote Health & Fitness
  • Enhance Public Health Preparedness
  • Eliminate Health Disparities
  • Improve Business Efficiencies/Practices
our challenge in 2001 low staff morale
Our Challenge in 2001: Low Staff Morale
  • Reorganizations, Consolidations & Shifts of:

Programs & Services

Resources

Agency Priorities & Planning Strategies

  • Other Stressors for TDH Staff:

Security Issues

Media Attention

Job Security

we needed ways to
We Needed Ways To:
  • reach a diverse staff of 5,000 statewide;
  • introduce our new Commissioner to staff;
  • introduce TDH and its issues to the Commissioner;
  • tell staff their opinions mattered; and
  • communicate positive changes from the SOE.
2001 pre survey marketing 4 strategies
2001 Pre-Survey Marketing: 4 Strategies
  • Marketing Strategy 1: Print
    • Letters, newsletter articles, posters
  • Marketing Strategy 2: Electronic
    • Employee Intranet, emails from Dr. Sanchez, E-Broadcast announcements
  • Marketing Strategy 3: Voice & Image
    • Dr. Sanchez video message on SOE Web site, employee video testimonials, video PowerPoints in lobby; custom logo
  • Marketing Strategy4: Personal & Interactive
    • Dr. Sanchez’ Town Hall meetings – statewide interactive broadcasts, heightened involvement of employee organizations
2001 post survey strategies
2001 Post-Survey Strategies
  • Staff Focus Groups
  • Steering Team
  • Agency-wide focus areas
  • Participation Rewards
  • SOE Web home/email address
  • Project identification and updates
results
Results!
  • A response rate of 58% (a 71% increase over 2000 survey)
  • A record for the agency!
  • Recognition by UT Forum on Excellence
what worked
What Worked?
  • Ongoing, multimedia marketing
  • Personal messages
  • Focus groups & involvement of employees
slide11
That’s where we were

one year ago.

And now,

the rest of the story.

1 we focused on what our staff said was important
1. We focused on what our staff said was important.
  • We identified 6 focus areas for action
      • Compared SOE and 26 focus groups statewide
      • Found related SOE questions
      • Included detailed suggestions and concerns from the focus groups
the 6 focus areas
The 6 Focus Areas:
  • Burdensome Policies & Procedures
  • Inadequate Resources
  • Supervisory/Managerial Competencies
  • Internal Communications
  • Leadership
  • Performance Evaluation Methods
2 we announced the focus areas our intent to act
2. We announced the focus areas & our intent to act.
  • Clarified definition and scope of each area
  • Invited ongoing employee suggestions for intervention
  • Publicized in various formats
3 we identified current recent efforts in each area
3. We identified current & recent efforts in each area.
  • Reviewed, revived, and/or reformed workgroups
  • Expanded workgroup charges and memberships where necessary
  • Gathered documentation; required updates; established timelines
4 we added projects and interventions
4. We added projects and interventions.
  • Some in organizational/functional areas
  • Steering Team oversight and/or liaison
  • Involvement of Employee Advisory Council
  • Short term = achievable in a year
  • Quick wins first; meaningful impacts second
5 we continue marketing updates on each focus area
5. We continue marketing updates on each focus area.
  • Print – Newsletters
  • Commissioner Emails to all staff
  • Web site (Intranet and NOW Internet)
  • Links to project websites and documents
slide18
Connecting SOE with each improvement project -- reminder of the source
  • Collaboration with Communications Division -- tagging onto related messages
  • Signature colors, graphics, TDH/SOE logo on all updates (as above)
results so far good news actually all new
Results So Far? Good News. Actually, All New:
  • Performance Evaluation System
  • Supervisory/Management Development Program
  • Internal Communications Methods
  • Policy Manual/Policy Development System
  • Communications Tracking System
new performance evaluation system
New Performance Evaluation System
  • Specifies job performance measures
  • Increases interactive planning and reviews with supervisor
  • Requires self-assessment
  • Formalizes feedback to supervisor
  • Rates staff on TDH Universal Expectations
new supervisory management development program
New Supervisory/Management Development Program
  • Focuses on development, not just training
  • Identifies manager competencies
  • Includes core curriculum, support and discussion groups, elective modules
  • 360° assessments, pre- and post- program
new policy manual policy development system
New Policy Manual & Policy Development System
  • Clearer organization of TDH policies
  • Distinguishes policies and Commissioner Directives
  • Allows policy recommendations by staff
  • Creates efficient review and approval process
new communications tracking system
New Communications Tracking System
  • Streamlines process for routing external correspondence
  • Establishes clear and shorter lines of approval
  • Decreases turnaround time
  • Improves customer service
new methods for internal communication
New Methods for Internal Communication
  • Online newsletters
  • Regular Emails to staff from Commissioner
  • TDH in Transition intranet site; daily Q & A
  • TDH Rumors page; daily Q & A
  • Commissioner’s home page: activities/speeches
new methods for internal communication continued
New Methods for Internal Communication, continued
  • Annual statewide Town Hall Meetings with Commissioner
  • Video Kiosks – progress on focus areas & posted online for statewide viewing
  • Improved Intranet & added SOE Web site
slide28

Six Focus Areas

  • Burdensome Policies and Procedures
  • Inadequate Resources
  • Supervisory/Management Competencies
  • Internal Communications
  • Leadership
  • Performance Evaluation Methods
  • Burdensome Policies and Procedures
  • Inadequate Resources
  • Supervisory/Management Competencies
  • Internal Communications
  • Leadership
  • Performance Evaluation Methods
slide29

Your Concerns

  • An environment of secrecy and confusion from upper management down
  • Need for more allowance for input and more listening by senior management
  • Need for better communications across programs
  • A need for better communications from TDH Austin to Regions
slide32

Submit suggestions for improvements on

tdh-online.tdh.state.tx.us/commissioner

or

tdhsurvey@tdh.state.tx.us

other examples of tdh s implementation marketing
Other Examples of TDH’s Implementation Marketing

Post-survey Poster

SOE Website Screenshot

summary august 2003 where are we now
Summary - August 2003: Where are we now??
  • Pleased with success.
  • Facing new challenges.
    • Post-legislative session
    • Budget cuts; reductions in force
    • Consolidation – 14 agencies into 5 over 4 years
    • TDH/HHSC Transition Teams working over next four years
and what next for the soe at tdh
…and what next for the SOE at TDH?
  • Cutbacks, layoffs, consolidation – wasted effort?
  • Our results stand; we press on. And, who knows-
  • TDH might provide assistance for SOE use at the new Department of State Health Services and across the Texas Health and Human Services system.
tdh soe contacts
TDH/SOE Contacts

Wanda Thompson

Associate Commissioner for Operational Support

512/458-7111

Wanda.thompson@tdh.state.tx.us

Robin L. Scott

Organizational Development Specialist

512/458-7111

Robin.scott@tdh.state.tx.us

www.tdh.state.tx.us/tdhsurvey