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you, Madam president's while drove goes up, if you wouldn't mind briefly. Thank you, Amy. Just so folks know why I have interest in this. So I studied business and undergrad at Detroit Mercy University, where I learned about lean manufacturing for the first time that has its origins in Toyota, and the whole purpose of this program through the city which combines lean manufacturing and sigma six or six sigma. It's about making processes easier. As governments work as government offices, we often hear complaints from our residents saying that we haven't heard back from your office. We haven't heard back from departments, things are taking too much time to get done. And quite frankly, I believe government should be efficient, should be quick and easy to manage so that people are able to solve their problems quickly and be able to move on with their lives. So our office is working very hard to simplify processes and systems to make things more efficient, efficiently and quickly so that we can better serve our residents. And Joe well as our resident services manager. I may be messing up his title much longer than that has been working very closely with our residents. Every single day thinking about how to get services done for them quicker. So today, I'm really grateful for him to share with the work that he's done with our lean team here in the city. Thank you, Joel. Thank you, Madam President. 
crucial and time is of the essence like when we're dealing with deadlines or dealing with family or home emergencies. And so my approval objective was to reduce the response time for first of all the residents from an average of 3.3 days to below two and a half days without compromising the quality of service. So through the last few months of implementing lean improvement tools, we've not only been able to reduce our follow up time below 1.3 days, we're also closing cases in less than three days. So how do we achieve this? Next slide please? So a few few of the improvements used we created a casework entry form to streamline our casework entry as seen on the slide. We modified our casework tracker sheet to ensure our data was entered appropriately. And we made use of Smartsheet for Mr. Produce metrics. Next slide please. And additionally, as a way to make our casework metrics accessible, created a team hub. So within this metrics dashboard you see here we can easily see how many cases are open, how many have been opened and closed, and what average times are in a given time periods. But in
addition to displaying those metrics, keeping the top of mind our team hub also allows us to store all of our offices work resources in one place, with a lot of internal external tools that either we have the city created, that we use to help resolve constituent cases as well as drive our policy work forward. See a few examples there. 



slide, please. So just to recap, some of the changes we made we have a case for entry form a drop down Oh. We have a case for entry form a drop downs, which prevents mistakes and helps us to collect more data. We have live casework metrics, which means live reporting and no longer having to reference our spreadsheet to get a picture of where we're at. And we also have a team dashboard essentially house resources for our team to advance all of our work time please. So, next slide again. So some of the Lean tools that we use during the initial phases include process mapping, which is a diagram to visually display our workflow process and illustrate how we take in cases an excellent failure modes and effects analysis to identify flaws in the process and help us learn which steps are most important to address excellent and standard operating procedure which are detailed work instructions to inform cases consistency and how we open and close cases. So these Lean tools gave me a method to analyze how we work and without them I really wouldn't have been able to gain the insights that led to
the improvements that we made. Next slide. So up next, I plan to create a public facing version of the resource and to have that we have for our team in order for residents to really have access to a lot of simple tools that can help make their lives easier. That's it but really, thank you all for listening. I appreciate the opportunity to share about this with you all and shout out to Councilmember and team Ray TJ, how to rock a Trish, Kristen, and really appreciate it. Thanks. Thanks for all sport guys.