3 management initiatives
TRANSCRIPT
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Management Initiatives
Tara Acker Director of SomerStat
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Timeline
9/2004 SomerStat4/2006 Resident
Notification System 3/2010 LeaderStat
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What is SomerStat?
• Data driven performance management tool• SomerStat panel made up of key decision
makers• 17 departments currently participate
96% ($61 million)
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What happens, before, during, and after meetings?
STEP 2. Analysis Phase: assist departments in analyzing and tracking data
STEP 1. Pre-meeting: identify important data trends/issues with key department staff and develop goals and objectives for addressing
issues
STEP 3. SomerStat Meeting: report accomplishments, highlight pressing issues,
engage staff in open forum to enhance department performance.
STEP 4. Track Performance Results (expanding Task List): track goals, accomplishments, pressing issues, next steps in central database.
4
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Examples of how data analysis facilitates improvement
• System Improvements
Trash Ticket Type# Issued in 2009
Fine Amounts
1st Offense ($50) 4077 203,850$ 2nd Offense ($100) 858 85,800$ 3rd Offense ($300) 776 232,800$ Totals 5711 522,450$
285,550$ 236,900$
Revenue without Fix:Addt'l. Revenue After Fix:
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Examples of how data analysis facilitates improvement
• Data Sharing Across Departments
Tow Fees ($25 x 90 boots) 2,250$ Unpaid Parking Tickets ($400 x 90 boots) 36,000$
Additional Annual Revenue: 38,250$
Annual LPR Revenue Due to Info Sharing, based on CY09 data
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Examples of how data analysis facilitates improvement
• Timely Data Monitoring
• New wireless water meter critical consumption system recently caught the use of 3.5 units of water in one day, which if left for a 2-week period while resident was on vacation would have resulted in an extra $500 on their water bill
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What did it cost to start?
• Each year, there have been added SomerStat responsibilities (and costs)
• There have been no additional technology or facility costs
• Program pays for itself in dollars and quality of City functioning
FY2005 FY2010
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Efficiently Spending the Public’s Money
FY09 General Fund Expenditures Per Capita for 50,000+ Population CitiesSource: Massachusetts Department of Revenue Municipal Databank/Local Aid Section
$3,9
00
$3,3
64
$3,2
81
$3,0
15
$2,9
75
$2,9
48
$2,5
68
$2,4
36
$2,4
16
$2,4
15
$2,4
09
$2,3
79
$2,3
69
$2,3
16
$2,3
13
$2,2
80
$2,2
77
$2,2
23
$2,1
43
$2,1
13
$2,0
74
$2,0
02
$1,9
43
$1,8
58
$1,7
07
$-$500
$1,000$1,500$2,000$2,500$3,000$3,500$4,000$4,500$5,000
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What is ResiStat?
Bi-annual community meetings
Online blog and Facebook accountActive mailing list (over 5,000 members)
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What are ResiStat Meetings Like?
• Detailed informational materials on wide range of city functions distributed in advance
• Mayor, Aldermen, and key Department Heads available to answer questions
• Discussion groups in addition to presentations
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Vision for the FutureExpand the city’s internet presence through greater use of existing Web 2.0 technologies
Experiment with cutting-edge technologies used successfully by other governments
Consolidate services and eliminate redundancies (in some cases, being a data clearing-house means providing a link to something that already exists, not reinventing it)
Reach underrepresented groups – particularly immigrant populations and the elderly – who may not have access to the latest technology
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What is LeaderStat?
• Training staff at all levels of organization• Introduced adaptive leadership concepts, system thinking,
role of individual in common challenges • Three phases:
• Tier 1 introduction to adaptive leadership • Tier 2: cross departmental training using case consulation
methods to solve problems and connect staff to a common purpose
• Tier 3: implementation of formal structure as part of core work and applied to all staff
• Working in partnership with KSG Professor Hugh O’Doherty
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What is LeaderStat?
• People found it helpful to hear how other managers with similar issues deal with common problems. It made them feel stronger as a leader.
• People thought the program opened their thinking on problem solving, looking at the root rather than quick fixes
• People found it beneficial to experience cross departmental concerns to understand that the work is all of ours – a common thread/purpose
• People found the skills learned in LeaderStat (getting on the balcony to solve problems) were transferable to all work areas and helped them to their job better
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The SomerCircle
ResiStat
LeaderStat
SomerStat
ONE CITY
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• 24/7 Phone Line in 4 languages• Director applies private sector principles to
management• Data used in SomerStat Meetings• 311 takes all DPW and T&P calls, plus
informational calls. Plan is to enable 311 to handle all City transactions eventually
What is 311?
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Call Volume
2007 2008 2009
91,457
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Most Calls Handled in One Month
10,155January 2010
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Top 10 Requests This Week
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Mayor Curtatone
Constituent Services Driector
Call Center
Manager
Customer Service Representatives
(x8)
System Coordinator
Phone Operators (x2)
SomerStat Director
ResiStat
Coordinator
Analyst
Analyst
Analyst
Organization Chart