P7 - Define and Implement Future Service Delivery Model -Process Improvements: July 13, 2017

1. P7 –Define and Implement Future
Service Delivery Model
“Process Improvements”
July 13, 2017

2. Today’s Discussion
• Project Scope
• Deliverables
• Process Prioritization
• Work Plan
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3. Scope (From Tactical Recommendations)
P7 –Define and Implement Future Service Delivery
Model
• 3-1 - Develop a future state customer-centric service
delivery model to improve process predictability
• 3-2 - Define metrics to measure service delivery
quality and timelines, and establish achievable service
levels with customers
• 4-1 - Identify capacity management options (overtime,
new hires, outsourcing, etc.) to increase agility to
respond to demand fluctuations
• 4-2 - Formalize a continuous improvement program to
identify and implement process efficiency measures
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4. P7 – Process Improvements
• Inventory & Map Processes
• Streamline High Priority Processes
• Define Timelines
• Define Metrics To Manage Those Processes
• Develop a Program for Continuous
Improvements
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5. P7 Deliverables
• Catalog of Process Maps
• Journey Mapping for Priority Processes
• Five Streamlined Processes with identified
Timelines & Metrics
• Mechanism for Continuous Improvement
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6. Prioritization Matrix
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7. Prioritization Matrix
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8. Top Ten Priorities
• Commercial Building Plan/Permits (Inclusive of Trade Permits)
• New Tenant Layout (Tenant Fit-Out or Improvement)
• Rezoning/PCA
• Major Site Plan
• Tenant Occupancy (Non-RUP)
• Concurrent Processing (Zoning/Site)
• Public Facility Review- 2232 Process
• Bond Approval (inclusive of extension and reduction)
• Core and Shell Occupancy (Separation Permits)
• Tenant Occupancy (RUP)
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9. Work Plan
Preparation
Process
Mapping
Journey
Mapping
Improve
Processes
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10. Discussion
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