Performance Management & Process Improvement Effort Documentation Form

Process / Activity: PROJECT # 1
How the Colts Neck Health Department responds to and documents inquiries, incidents, and complaints from customers (including residents, businesses, contractors, etc)
Purpose of the Process / Activity:
  • Helping customers get the information they need/request
  • Directing customers to the appropriate department for assistance
  • Getting sufficient information from the customer to conduct necessary investigation and follow-up to resolve public health issues
  • Informing customers about actions taken by the Health Department to resolve/address the customers issue.

Performance Indicators for this Process (and how each is tracked):
# / What are the key indicators of success for this activity? / How, when, and by whom is this indicator tracked?
1 / Tabulate the # of inquiries, complaints and incidents / How: By using either my daily worksheets or thru the use of a computer generated software system.
When: Tabulation of the numbers will be conducted annually for each calendar year.(by February for the previous year’s data)
By Whom: Tom Frank
2 / Determine the frequency of each type inquiry, complaint and incident. Use this information to develop tools to reduce/minimize response time for our customers. / How: By using either my daily worksheets or thru the use of a computer generated software system.
When: Frequencies will be conducted annually for each calendar year.(by February for the previous year’s data)
By Whom: Tom Frank
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Process Owner: Tom Frank
Process Participants: Tom Frank; Ruth; Carol
Process first documented on: DATE -June 2012 / Most recentlyreviewed & improved on: DATE – August 2012
Briefly (2-3 sentences max for each) describe:
Lessons learned – What would you do differently? What didn’t work? /
  • Probably should have looked at this process sooner to make the needed improvements. This process provided the necessary push to move forward.
  • The hand documentation of inquiries was found too burdensome to track for the long term. However, the initial tracking of inquiries provided insight on what topics were most commonly discussed with customers. Possibly the computer software approach may allow for more ease of tracking this attribute.

Promising Practices – What worked well for you? /
  • The Rutgers team was very influential in assisting our team in evaluating our current process and working with us to make any necessary improvements.
  • The hands free device helped. (see below)
  • Actually mapping out the process really shows how much time and effort is put into this activity.
  • Looking at the current “mapped process” and having the visible ability to see what actually happens and defining areas that can be improved.

Estimated time/resources saved as a result of this improvement effort: / This is still something that will need to be further evaluated after implementing the computer generated incident/complaint form. The hands free phone has helped to allow for better access to information in the office where in the past I would have to get back to the customer with presentlyinaccessible information or having to put them on “hold”. So far, just this process alone has saved me approx. 15-30 minutes a week, and just as importantly provides for a quicker, more productive,reaction to these events.
The impact of this improvement effort on your department & customers: /
  • The full impact is yet to be seen following the implementation of the other components. However, just be going thru this process it has provided our dept. with the skills to find more effective and efficient ways to conduct our everyday activities.

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