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• <br /> MEMORANDUM <br /> December 12, 1996 <br /> TO: Service Improvement Steering Committee <br /> FROM: Service Improvement Team <br /> SUBJECT: Modifications to Service Profile process and product <br /> Background <br /> In light of Ballot Measure 47, Warren requested our team review the Service Profile <br /> queue, process, and product. Our charge was to propose an approach that would <br /> "speed up" completion of the remaining profiles while still providing the information <br /> needed in the service view of the Budget. This memo discusses our ideas on <br /> modifying the process and product. <br /> Current Situation <br /> The time it takes service teams to complete a profile depends on the size and <br /> complexity of the service. A "small" service (8 or Tess FTE or budget under <br /> $500,000) can be completed in approximately 24 hours of team time. A "large" <br /> service (over 50 FTE or $5,000,000 budget) can take 50 hours of team time. <br /> When the service team or SISC expands the scope (e.g., adds a customer survey or <br /> review loop), these times are elongated. <br /> Using this information, we could complete the remaining profiles in about one year. <br /> However, this will occur only IF: <br /> departments identify service leads and establish staff teams when requested; <br /> resources in the Service Improvement Team are kept at current levels; and <br /> the emphasis of our work program continues to be service profiles, <br /> How to Complete Profiles More Quickly? <br /> The attached diagram illustrates our thinking on ways to decrease service profile <br /> cycle time. Of the ideas we discussed, we selected options that would save the <br /> most team and facilitator time without compromising (we hope) the policy portion <br /> of the product. Therefore, we recommend the following changes: <br /> • Eliminate the "Historic Perspective" section. <br /> • Eliminate the "Operating Principles" work. <br /> • Use the system map as a tool, but don't take the team's time to refine <br /> it or include it in the profile document. <br /> • Omit the citizen review step. <br /> • Assign only one SIT facilitator for "small" services. <br /> IF all the other aforementioned conditions remain constant, implementing these <br /> changes would enable the organization to complete the remaining profiles in <br /> approximately nine months (a 20 to 25% decrease in overall cycle time). <br />