WORK BETTER customer service Rhode Island Department of - - PowerPoint PPT Presentation

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WORK BETTER customer service Rhode Island Department of - - PowerPoint PPT Presentation

Mar 09, 2023 301 likes •393 views

MAKING adopting lean GOVERNMENT principles to improve WORK BETTER customer service Rhode Island Department of Environmental Management STRATEGIC apply lean principles to make key DEM processes more efficient and to improve PRIORITIES the

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SLIDE 1

MAKING GOVERNMENT WORK BETTER

adopting lean principles to improve customer service

Rhode Island Department of Environmental Management

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SLIDE 2

STRATEGIC PRIORITIES

apply lean principles to make key DEM processes more efficient and to improve the customer experience

 Improve customer service  Increase efficiency & improve business processes

priorities lean activities spotlight successes contact

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SLIDE 3

LEAN INITIATIVE

focus on procedural improvement and problem solving with a goal of eliminating waste, removing unnecessary steps, reducing wait and processing times

KEYS TO SUCCESS

 Management commitment  Dedicated staff lead  Expert support

priorities lean activities spotlight successes contact

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SLIDE 4

ACTIVITIES

priorities lean activities spotlight successes contact

  • 20-member Lean team
  • 11 Lean “Kaizen” events
  • 2 Kaizen events planned for Fall 2015
  • 150+ DEM staff members trained
  • OMB, DEM leading statewide Lean 101
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SLIDE 5

SPOTLIGHT EVENT

freshwater wetlands: general information process PROBLEM

Existing office schedule limited staff availability to conduct field inspections

priorities lean activities spotlight successes contact TEAM

Office of Water Resources: biologists, supervisors, management

ACTION

  • Reduced staff office time from 70 to 20 hours per week
  • Collected data to create standardized factsheets
  • Secured backup from partner office; cross-training
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SLIDE 6

SPOTLIGHT EVENT

freshwater wetlands: general information process priorities lean activities spotlight successes contact OUTCOMES

Monthly inspections increased tenfold within first 3 months

CONTINUOUS IMPROVEMENT

FAQs | Staff Training | Website | Checklists

MAKING RI BETTER

Improved customer service and wetland protection

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SLIDE 7

OTHER SUCCESSES

  • EXPRESS Policy: 60% time

reduction to approval

  • Marine Fisheries

regulations: reduced revisions from 28 to 4

  • Permitting Application

Center: one-stop customer service priorities lean activities spotlight successes contact

20 40 60 80 100 120 140 160 180

Issue LOR Program Letter Issue RDL Issue RAL/OA

EXPRESS Traditional

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SLIDE 8

THANK YOU

Janet Coit, DEM Director E: janet.coit@dem.ri.gov Louis Maccarone, Sr. Sanitary Engineer E: louis.maccarone@dem.ri.gov

www.dem.ri.gov @RhodeIslandDEM

priorities lean activities spotlight successes contact