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*Improving Services for Coloradans

Lt. Governor Donna Lynne, Chief Operating Officer
by

Colorado GovOffice

on 5 September 2017

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Transcript of *Improving Services for Coloradans

Running the state like a business
Delivering
Results for our customers
Coloradans = Customers
Chief Operating Officer
Improving Services for Coloradans
Lean Process
Improvement
Customer service surveys
Adding online services for customers
Governor's Dashboard

COO role
Improving services for Coloradans
Assessing services across Colorado
State customer services
64
of
64
counties visited
100
Like the most successful businesses, we aim to serve our customers well
Customers of the state
Residents
Businesses
Taxpayers
You are our customer
Governor Hickenlooper’s charge to the COO:
Improve the State’s performance to serve our customers better.
Reducing wait times
Time to get a pharmacist license
18 Days
down from 144 days
Resolving complaints
73%
In resolving oil and gas complaints
in less than 30 days
up from 22%
Adapting best practices from private sector to improve customer service
Customer satisfaction
Up from 50%
Leadership training focused on customers
Being transparent and responsive to our customers
Listening to our customers

We want more satisfied customers
We are listening to your feedback
Successfully cut avg. wait time from 40 to 20 minutes, still striving for goal of serving most customers within 15 minutes.
90%
Chief Operating Officer
Improving Services to Coloradans
"I have been in state government for 20 years, and this is the best professional development experience I've ever had. Thank you."
-2016 Performance Management Academy attendee, CFO for one of Colorado's largest departments
Colorado, $28.5 billion
www.colorado.gov/ltgovernor
Data-driven performance
Setting quantifiable goals and measuring results
Lean projects
in Colorado



100+
currently
in progress
>500
Employees engaged in
Lean projects:
7%
38%
in 2013
Today
to
Employee perception of leader Lean commitment:
5%
44%
in 2013
Today
to
“I was thinking OMG now I have to deal with the state...however I must tell you my experience with the Department has been exceptional.”
-CDLE Customer
Reducing information security risk
In a world where cybersecurity risk is exploding, the Office of Information Technology set a goal in 2014 to reduce the state’s information technology risk — and then cut that risk in half in two years.
50%
Risk reduction in 2 years
%
Full transcript