BPR update! Muldoon and other offices

Submitted by Clay Butcher on June 7, 2016 - 2:18pm

Muldoon implemented BPR on May 23 and they are showing strong leadership support and engaged staff! Muldoon is adjusting to added staff from Gambell in an effort to ensure they were appropriately staffed to cover the lobby and phones. This has allowed Muldoon to be able to accomplish most of the daily goals they have set for themselves during the last couple of weeks.

Since implementation, Muldoon has added 460 cases to PathOs and worked 298 cases in the lobby. Of those, they have approved/denied 253 same day for an 85% completion rate- OUTSTANDING! They have only pended 45 lobby cases- nicely done!

Non-lobby cases: Muldoon has added 1127 into PathOs and worked 353, approving/denying 277 for 78% completion. In addition, 58 cases have been cleared because of association with the work they were completing so this reduces future touches. Keep up the good work!

As a reminder- BPR focuses on completing (approve or deny) as many cases touched the first time -- one and done! Also, PathOs provides us with the real time data to link associated case information so we can assist a customer with all their needs and then it “clears” the data from the queue so we can see the number of cases cleared. Pretty cool, huh?!

Wasilla - implementation was today! A soft implementation occurred this morning with staff reviewing the HowWe guide and asking questions about PathOs. Tuesday will begin the more direct implementation of BPR with clients.

Sitka has received PathOs training and will be pulling work from JDO. This action shows how distance delivery can work successfully among multiple offices and the managers will be able to have data on all actions and shift work appropriately!

As an additional note: JuniKan is still holding strong and the numbers look good! Juneau has been able to approve or deny 85% of the lobby cases and 86% of the non-lobby cases AND cleared almost 700 cases with their work!

Lastly, one unanticipated issue has been the impact from the hiring freeze of our support staff. Our support staff typically answer phones and log the calls in PathOs and the hiring freeze on these positions has impacted our ability to complete this work timely. We have noticed this in both Juneau and Ketchikan so please be aware of this possible issue in other offices.

We appreciate all of your dedication to the new processes and we will begin gathering the fruits of our labor.

Tammie and Aimee