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.URBNSCPE Page 2 <br /> 1. Service team lead and facilitators meeting (one or two 1 hour meetings): This meeting is to define <br /> roles and expectations between the service lead and the facilitators. The results of this meeting will provide <br /> the framework for the memo to the Service Improvement Steering Committee (SISC). SISC will review the <br /> overall project plan and time line and approve or modify it. Special attention will be given to citizen, <br /> customer and stakeholder input to the service profile. <br /> 2. Orientation (one 2 hour meeting with the Service team and key stakeholders): Introduction to the <br /> Service Profile process and product. Service Improvement Team members will provide background <br /> information about why the City is committed to developing Service Profiles, and lead the Service Team <br /> through a simulation of the Service Profile process. The team will also develop ground rules, or meeting <br /> and decision - making guidelines, for future meetings. <br /> 3. System map (one 4 hour meeting with service team): A system map is a high - level graphical <br /> representation of the overall system and its components. When a team creates a system map, they build a <br /> common understanding of the key suppliers, inputs, core processes, supporting processes, outputs, <br /> customers /stakeholders, feedback loops, and outcomes. A system map illustrates how the system acts today. <br /> As the team creates the system map, elements that are not as the team would like are identified as "gaps." <br /> 4. Mission and operating principals (three 2 hour meetings with the service team): Participants will <br /> create an inspiring statement about why their service exists. This sets the stage for further discussions about <br /> strategies, and supplies the framework for future service delivery. They will also develop a set of values, or <br /> operating principles, to guide the behavior of the service providers. We recommend that all of the people <br /> providing the service have an opportunity to offer input. This can be accomplished by having a small group <br /> develop a draft mission statement and request ideas from the larger group of service providers. Revisions <br /> will be incorporated into a final draft for approval by service providers and key stakeholders. <br /> 5. Strategic issues development (two or three 2 hour meetings with the service team and <br /> stakeholders): The facilitators will elicit team members' views of external trends and internal conditions, <br /> pinpointing areas that potentially need to be looked at for improvement or change. Service team members <br /> and key stakeholders may be asked to complete worksheets to increase number of participants. Participants <br /> will define the fundamental policy questions or challenges that affect the service, and recommend three to <br /> four key strategies that the service will focus on for the next two to three years. Once strategies are <br /> determined, the group will identify clear, measurable, achievable objectives with targets for each strategy. <br /> 6. Performance measures development (two 2 hour meetings with the service team): Facilitators will <br /> lead the group through exercises to define performance indicators for core processes developed in the <br /> system map section, and four measures to assess the overall system performance. These include <br /> effectiveness, efficiency, customer satisfaction, and financial (if applicable). These measures will allow the <br /> service team to collect, analyze, and act on information or data to better understand and improve their <br /> service. <br /> 7. Draft review (one 2 hour meeting with the service team and open to stakeholders): Review and edit <br /> the final service profile. <br />