Improving the Delivery of Services
- Which services do we deliver?
- Can these services recover their costs?
- Do we need to provide these via our employees or can another entity (private sector, other government, etc.) provide them for us?
- Can we provide services to another unit of government?
- How do we manage and monitor this service delivery to protect our resources and maintain or improve quality?
Addressing these questions requires developing a coherent strategy and implementation approach that reflects the unique culture of the organization, reflects its capacity for change, and is cost justified.
Service delivery improvements result in changes that must be managed if the desired improvements are to be realized. A change management programis one that is grounded on good communications, prepares staff for the changes to come, trains staff on the new ways of doing business, and is realistic about the time requirements to really implement change. Some examples of service delivery improvements include:
- We assisted a County Auditor-Controller on a project to improve their accounts payable processing. This project resulted in direct savings of over $100,000 and staff reductions throughout the county while increasing overall service. We also used this project to train the internal audit staff on a formal methodology and approach so that future projects could be undertaken without external assistance.
- We reviewed the delivery of technology services to a large City that included both the services delivered by the central information technology department and the services delivered by operating departments. Our recommendations resulted in a clarification of roles and responsibilities between staff and a redirection of resources to provide additional value added services while eliminating services that were not cost effective.