Shrinking Cycle Times And Shifting Mindsets Through Metrics That Matter

Engaging with stakeholders is essential for shifting cultural mindsets and driving transformation. Without buy-in from leadership and staff, process and performance initiatives are likely to fail. 

Performance and Strategy Manager Kyle Boisjoli and Engagement Manager Isis Lopez outlined a simple, easy-to-understand model they implemented to identify new performance metrics for the City of Austin Development Services Department (DSD). They also shared best practices and strategies they used to engage staff in the drive for continuous improvement. The result: dramatically improved turnaround times and customer ratings, and a department that now operates with unity toward a shared mission.