New Search
MEMORANDUM <br /> February 9, 1996 <br /> Revised at February 12, 1996 SISC Meeting <br /> TO: Service Improvement Steering Committee <br /> FROM: Beth Bridges, Service Improvement Team <br /> SUBJECT: SERVICE IMPROVEMENT PROJECTS <br /> One of the two -year objectives reported for the Government Goal /Strategy 3 is: <br /> "50% OF SERVICE IMPROVEMENT PROJECTS IDENTIFIED DURING A <br /> SERVICE PROFILE PROJECT ARE IMPLEMENTED." <br /> At your January 25th meeting, you directed Service Improvement staff to work with Service <br /> Leads to identify those projects considered "service improvement projects" and set up a reporting <br /> mechanism to track the status of their implementation. <br /> To assist in this effort, the Service Improvement Team recommends that the following criteria be <br /> used to determine what is a "service improvement project ". <br /> A Service Improvement Project is any change action implemented that supports one <br /> of the five prongs of the Service Improvement Agenda: <br /> Customer Focus <br /> Results Measurement <br /> System View <br /> Strategic Direction <br /> Continuous Process Improvement <br /> Examples of projects that would meet this criteria include: <br /> • Putting in place direct customer feedback methods (surveys, focus groups, <br /> interviews, etc.), including the collection, analysis, and distribution of results. <br /> • Integrating performance measurement into existing service delivery methods and <br /> databases or putting in place systems needed to collect performance information. <br /> • Working with stakeholders to mitigate an environmental trend (e.g., lobbying to <br /> reduce regulations). <br /> • Providing training and team development that supports a shift in strategic <br /> direction. <br /> • Completing process improvement projects, including the implementation of <br /> proposed changes. <br />