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TOCICO 2013 Conference

Using TOC to Improve the Effectiveness and Efficiency of State Government

Presented By: Kevin Fox, Managing Partner, Viable Vision, LLC. Date: © 2013 TOCICO. All rights reserved.

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Politics…is politics TOCICO 2013 Conference

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“The Constraint is between our ears” TOCICO 2013 Conference

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Constraints in Government Operations TOCICO 2013 Conference

Legislative Intervention

Federal Mandates

Every citizen is a stakeholder

Frozen Budgets Increasing Service Demands

4 Interest groups © 2013 TOCICO. All rights reserved.

Mounting Workloads

What is the goal? TOCICO 2013 Conference

“If you don’t know where you’re going, any road will get you there.” - Lewis Carroll

5 © 2013 TOCICO. All rights reserved.

Focus TOCICO 2013 Conference

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Alignment TOCICO 2013 Conference

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Starting point TOCICO 2013 Conference

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Is Real Change Possible? TOCICO 2013 Conference

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Focusing TOC—what’s really needed TOCICO 2013 Conference

• Clear goal, Throughput measure, “system” view • Use the five steps—strategically − Select the Control Point − Decide how to exploit the control point − Ensure everything else can always subordinate to the control point

• Define “What good looks like”—Throughput Operating Strategy • Use this picture to select and drive focused improvement • Communicate and use the TOS as “the way to manage the organization” 10 © 2013 TOCICO. All rights reserved.

Goal and System - WOTC TOCICO 2013 Conference

Re-determinations Paper Application

Electronic Application

Mail processing

Data entry

Certification determination

Eligibility matching

Staff Review

Needs determination

Denial determination

Measures •T = Determinations/ day (week) • Quality rate (accuracy) • Turn-around time/ backlog 11 © 2013 TOCICO. All rights reserved.

QR

Determination Issued

Document Storage

TOS – “what good looks like” TOCICO 2013 Conference

Feeding • We always have applications ready for review •We are getting the correct data entered into the system faster and faster Paper Application

Electronic Application

Mail processing

Data entry

Re-determinations

Control point • Analysts are spending their time processing applications •More and more “correct” determinations are being made Certification determination

Eligibility matching

Staff Review

Needs determination

Denial determination

Measures •T = Determinations/ day (week) • Quality rate (accuracy) • Turn-around time/ backlog

QR

Determination Issued

Document Storage

Following the control point •Determinations made are issued quickly (no back log) •Determinations are issued faster and faster 12 © 2013 TOCICO. All rights reserved.

WOTC Results TOCICO 2013 Conference

Average Days to Process

Thank you! We are very excited and supremely proud of the team!

199

-WOTC Director

102 38

Jan

Jun 13 © 2013 TOCICO. All rights reserved.

Oct

Utah Workforce Services TOCICO 2013 Conference

Re-Certification Client Application

Control Point • Staff are working on actions that lead to correct decisions today. • Decisions are increasing

Client Change

Collect information and Request Verification Measures • Decisions/ FTE • Time to Decision • Quality/ errors

Provide Verification

Image

Enter Evidence

Annual Operating Costs cut more than $14 million

Authorize/ Deny Benefits

Feeding the Control Point Complete information flows to authorization. We are reducing the time/ effort to get complete information

Determination

Days to determination down 33% Call wait times down 55% 14 © 2013 TOCICO. All rights reserved.

2011

2012

Hawaii Department of Tax TOCICO 2013 Conference

Aftertaking 21+ Returns days to process: “The Committee is Reduced 80% overwhelmed by the

phenomenal change within the department. 2009The statistics were 2011 avg. phenomenal…a remarkable difference in 2012 a short period of time.”

Before Within 10 Weeks:

“For at least 5 years the Legislature has been concerned with processes and processing of Tax income. The state government takes 45-60 days to2011 deposit tax2012 payments.” 38% more

- Sen. David Ige

returns processed - Sen. David Ige

15 © 2013 TOCICO. All rights reserved.

What They’re Doing- Utah TOCICO 2013 Conference

Kristen Cox appointed to run Governor’s Office of Management and Budget, Charged to roll out Operational Excellence statewide

All 24 cabinet agencies now have “Improve operational efficiency by 25%” TOS’s, transformation -Utah Governor Gary Herbert, in his of the budget process state of the state address is underway 16 © 2013 TOCICO. All rights reserved.

What They’re Doing- Hawaii TOCICO 2013 Conference

“Aloha with urgency” Modernizing Hawaii’s IT and Business infrastructure…with TOC at the leading edge Sonny Bhagowalia Hawaii CIO

17 © 2013 TOCICO. All rights reserved.

What They’re Doing- Texas TOCICO 2013 Conference

Appeal

Control Point • Attorneys are fully loaded and spending their time producing accepted recommendations • We are making more and more accepted recommendations

Rehearing

Mail Processing & File building

Case Processing

Following the Control Point • Cases move swiftly, no backups in the flow • Cases are mailed quicker and quicker

Case Assignm’t

Attorney Review & Recommendation

Feeding the Control Point • We always have plenty of the right cases to assign to attorneys • We are reducing the time to get cases to attorneys

Proofing & Docketing

Commission Office Review

Measures • Average case age • % mailed in 45 days •Decisions mailed • Work-in-Progress files

18 © 2013 TOCICO. All rights reserved.

Docket Meeting (decision)

All divisions being managed by Throughput Operating Strategies Mail

Igniting the process TOCICO 2013 Conference

Inherent Simplicity

People are good

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