Department of Inspections, Licenses and Permits (DILP)
Enhancing Customer Service and Efficiency
In early 2011, Robert J. Frances, P.E., Director, launched an initiative to improve business processes that would help deliver a higher level of customer service to a large and diverse group of citizen-customers. DILP serves as a cleaning house that collects input for more than a dozen State and County ruling authorities. The complexity of a typical transaction often resulted in a 6 month cycle time before final approvals were issued. From its outset, the initiative was aimed at addressing the following needs:
• Gather unbiased data that accurately portrayed customer’s perceptions of service delivery levels.
• Analyze, prioritize and implement the needed cultural changes that would anchor future improvements.
• Develop clear standards and best practices for providing an improved customer experience.
• Create a solution that would be embraced by all stakeholders-customers, employees and leadership.
• Decrease approval cycle time without any adverse impact on the integrity of governing regulations.
The Solution
PME worked with the DILP team to create a tailored long-term solution for the organization’s needs. PME’s improvement plan used the following approaches:
• Launch a quantitative customer survey to assess current strengths, weaknesses, opportunities and threats. Conduct qualitative interviews to further assess opportunities.
• In depth evaluation of cross functional obstacles that inhibit achieving organizational objectives.
• Complete an in depth analysis of prioritized needs and develop an Action plan to build on strengths and correct deficiencies.
• Establish benchmarks and metrics for timeliness, services guarantees, and transaction processing.
• Implement Problem Resolution Teams to address dysfunctional business processes that adversely impacted customers and employees.
• Execute a communication plan to support the implementation of critical initiatives.
• Create a common vision of shared goals that bridged all cultural and functional barriers.
• Develop Service Rituals that set clear expectations and standards for the Customer experience.
• Author a tailored customer-driven training process that would yield measureable short and long-term improvements.
PME continues to work with DILP in identifying and addressing its strategic opportunities.
Testimonial: “We’ve seen a greater top-of-mind awareness and focus among all of our employees when it comes to delivering best-in-class service to our customers,” said Mr. Frances. The DILP initiatives are projected to yield a 15% increase in overall customer satisfaction levels while decreasing cycle time, without any increase in cost.
“PME filled a gap by providing the expertise and support that was not available to us internally. The Problem Resolution Team structure they developed has created a bottom-up sense of ownership for key organizational objectives that will allow us to become completely self-sufficient in the long haul,” said Mr. Frances.
