CITY OF TITUSVILLE LEAN TEAM

CITY OF TITUSVILLE LEAN TEAM

*Charter Completed - Problem Defined - Goal Defined - Commandments Listed

The Storm Water and Streets Divisions have no system for emergency contact to meet the citizens needs after normal business hours. To provide an after hours method for Citizen contact for Storm Water and Streets Divisions emergent situations in order to initiate a more timely response. *Provide a timely response to citizens needs after business hours *Provide concrete criteria for emergency call outs *To relieve the 911 dispatchers of calls unrelated to the Police Department

*Interviewed staff to create a decision tree *Research answering service vendors to determine abilities and limitations *Director approved vendor whose services met our needs in the most cost effective manner *Developed communication plan for external departments who had received calls after hours

VOICE OF CUSTOMER Citizens VOC ANALYSIS Lack of system for after-hours emergent issues CRITICAL CUSTOMER REQUIREMENTS Emergent response to street flooding, flooding approaching dwelling, blocked storm drains, holes in road, trees in roadways and stop signs down 911 Dispatch 911 system not appropriate for Streets and Storm Water response 911 manpower should be reserved for Public Safety issues where the Police Department would respond

IMMEASURABLE * Attending to Citizen needs expediently * Avoiding complaints regarding service that utilize Management manpower * Reserving 911 manpower should be reserved for Police Department Public Safety issues

* Developed Idea List * Force Field Analysis completed * Implemented Emergency Call Out Answering Service * Flow Charts created to define service delivery before and after implementation

* Update Public Works Administration voice mail with Emergency Contact Number * Update City Website pages for Streets and Storm Water Divisions * Update City Website Emergency Management Page * Include Emergency Contact Number and criteria in a flyer for Friday Fast Facts * Include magnet in Utility Billing along with Solid Waste annual brochures

CITY OF TITUSVILLE PUBLIC WORKS DEPARTMENT STORM WATER AND STREETS DIVISIONS AFTER-HOURS EMERGENCY CONTACT 567-3832 Street Flooding Sprinkler System Gushing Water Blocked Storm Drains Flood Approaching Dwelling Holes Opening Up in Yards Hole in Road Large Than a Pot Hole Inlet Storm Drain Cover or Man Hole Cove Missing or Removed Large Pot Hole Stop Sign Down Tree in Roadway/Driveway

DRIVING FORCES RESTRICTING FORCES * Customer Satisfaction * Phone system initially not set up to forward 2 nd line * 911 Dispatchers handling non-police Department issues * Answering service available 24/7 * Dissemination of information * Delays caused by Citizens not calling the correct department phone number

STREETS & STORMWATER CITIZEN AFTER HOURS COMPLAINT FLOW CHART BEFORE PROJECT STREETS/STORM WATER VOICE MAIL RECEIVED THE NEXT WORKING DAY - WEEKEND /HOLIDAY DELAY COMPLAINT LOGGED MANAGER NOTIFIED STAFF ASSIGNED PUBLIC WORKS ADMIN VOICE MAIL RECEIVED THE NEXT WORKING DAY - WEEKEND /HOLIDAY DELAY RECEIVED BY DEPARTMENT COMPLAINT LOGGED MANAGER NOTIFIED STAFF ASSIGNED 911 DISPATCH TAKEN DISPATCH CALL OUT AND/OR SEND FAX TO DEPT RECEIVED BY DEPARTMENT NEXT WORKING DAY COMPLAINT LOGGED MANAGER CONFIRMS STAFF COMPLETED CALL OUT DEPARTMENTS OUTSIDE PUBLIC WORKS PASSED NEXT WORK DAY RELAYED TO INCORRECT PERSON NEXT WORK DAY (MAY HAPPEN MORE THAN ONE TIME) RECEIVED BY DEPARTMENT NEXT WORKING DAY COMPLAINT LOGGED MANAGER NOTIFIED STAFF ASSIGNED PASSED NEXT WORK DAY RECEIVED BY DEPARTMENT NEXT WORKING DAY COMPLAINT LOGGED MANAGER NOTIFIED STAFF ASSIGNED

STREETS & STORMWATER CITIZEN AFTER HOURS COMPLAINT FLOW CHART AFTER PROJECT EMERGENCY CONTACT SUPERINTENDENT, MANAGER AND SECRETARY NOTIFIED BY E- MAIL; CALL-OUT MADE BY SERVICE TO STAFF IDENTIFIED ON CALL TREE COMPLAINT LOGGED PUBLIC WORKS ADMIN VOICE MAIL PHONE MESSEAGE DIRECTS CALLER TO EMERGENCY CONTACT NUMBER SUPERINTENDENT, MANAGER AND SECRETARY NOTIFIED BY E-MAIL; CALL-OUT MADE BY SERVICE TO STAFF IDENTIFIED ON CALL COMPLAINT LOGGED 911 DISPATCH DIRECTS CALLER TO EMERGENCY CONTACT NUMBER SUPERINTENDENT, MANAGER AND SECRETARY NOTIFIED BY E-MAIL; CALL-OUT MADE BY SERVICE TO STAFF COMPLAINT LOGGED DEPARTMENTS OUTSIDE PUBLIC WORKS PASSED NEXT WORK DAY RELAYED TO INCORRECT PERSON NEXT WORK DAY (MAY HAPPEN MORE THAN ONE TIME) RECEIVED BY DEPARTMENT NEXT WORKING DAY COMPLAINT LOGGED MANAGER NOTIFIED STAFF ASSIGNED PASSED NEXT WORK DAY RECEIVED BY DEPARTMENT NEXT WORKING DAY COMPLAINT LOGGED MANAGER NOTIFIED STAFF ASSIGNED

* DEVELOPED CONTROL PLAN Controlled Item Repeat Customer Complaints E-Mails from outside departments Phone Calls from outside Departments Contact from City Manager's office Public Works - Storm Water/Streets Divisions After Hours Emergency Calls Freq As Needed As Needed As Needed As Needed Measure & Control Method # of after hours calls not fixed # of after hours calls not fixed # of after hours calls not fixed # of after hours calls not fixed Control Method Trigger Reaction Plan Forw arded Calls not being Respond to customer w ith after hours emergency information complaints routed to after hours service Forw arded complaints Forw arded complaints Forw arded complaints Calls not being routed to after hours service Calls not being routed to after hours service Calls not being routed to after hours service Respond to customer and department w ith after hours emergency information Respond to customer and department w ith after hours emergency information Respond to customer w ith after hours emergency information

* Communication is the corner stone of the LEAN process * To maintain the benefits of the LEAN process, a good control plan must be established * Include as many appropriate stakeholders in group as possible

DUMPSTER RE-ASSIGNMENT TO INCREASE MANPOWER EFFICIENCY FUTURE PROJECTS BUSINESS PROCESS FOR STREETS/STORM WATER DIVISIONS