Center for Lean Government Services
www.ctdol.state.ct.us/lean
Reengineering and streamlining government services since 2004.
We believe…
If you don’t have knowledge of your business processes and
don’t manage them diligently, they will eventually manage you.
Center for Lean Government Services
www.ctdol.state.ct.us/lean
Why implement Lean?
Government is under increasing pressure to:
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reduce wastes
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reduce costs
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increase productivity and services with less
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Improve processing time
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improve quality of services
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meet customer expectations
Lean symbolizes a new way of doing business
Center for Lean Government Services
www.ctdol.state.ct.us/lean
Common Misconceptions
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only a useful tool for manufacturers
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increasing productivity creates higher stress for workers
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eliminating waste results in staff reductions/job loss
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focusing on internal processes = less attention to the customer
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expensive to implement
Lean is NOT a “flavor of the month”
Center for Lean Government Services
www.ctdol.state.ct.us/lean
Why the Center for Lean Government Services?
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Established in 2004
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Experienced facilitators and trainers
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Immediate on-site consultation
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Knowledge of government processes
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Proven curriculum
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Successful internal and external efforts
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Support from U.S. Department of Labor
Facilitators and trainers dedicated to quality process improvement
The LEAN Team
Center for Lean Government Services
www.ctdol.state.ct.us/lean
How do you sustain Lean in government?
The key is Management Behaviors
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obtain management commitment
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emulate Lean behaviors
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empower all staff
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encourage innovation
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think like a for-profit organization
Lean is “employee centered” change
Center for Lean Government Services
www.ctdol.state.ct.us/lean
Interagency Lean Activities
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Benefit Payment Control
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Office of Apprenticeship
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Business Management
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Payroll
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Business Services
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Purchasing
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Call Center Operations
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Quality Program Review
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Claims Examination
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Shared Work
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Customized Job Training
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Trade Adjustment Assistance
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Delinquent Accounts
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Veterans Workforce Development
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Information Technology
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Wage & Workplace Standards
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Merit Rating
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Welfare to Work
Center for Lean Government Services
www.ctdol.state.ct.us/lean
Collaborative Efforts
• Board of Education Services for the Blind
• Connecticut Housing Finance Authority
• Eastern Connecticut Workforce Investment Board
Departments of:
• Economic and Community Development
• Energy and Environmental Protection
• Public Health
• Social Services
Center for Lean Government Services
www.ctdol.state.ct.us/lean
Expectations
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repeatable and predictable processes
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increased productivity
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fewer errors
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exceed customer expectations
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improved employee satisfaction
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empowered staff
Lean is the relentless pursuit of waste
Center for Lean Government Services
www.ctdol.state.ct.us/lean
Versions of a Process
1. What you think it is...
2. What it actually is...
3. What you would like it to be ...
Adapted from Product & Process Innovations, Inc.
Center for Lean Government Services
www.ctdol.state.ct.us/lean
Lean Accomplishments
• 25 internal, external Lean events
more than:
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400 process steps eliminated
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330 process steps reengineered or automated
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15,500 worker hours reengineered
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$ 8.4m projected annual cost savings
Center for Lean Government Services
www.ctdol.state.ct.us/lean
What our Customers are Saying
“Thank you for introducing me to one of the most positive experiences for me
here at the Labor Department. Now I can’t seem to stop wanting to Lean everything.”
“Eliminating waste in government has truly been an enlightening experience.
The process gave me a real understanding of the needs of our customers and
the way they do business.”
“Our commitment to streamlining the Business Management procurement
process was a rewarding and challenging experience that helped us in finding
solutions that would benefit our needs.”
Center for Lean Government Services
www.ctdol.state.ct.us/lean
What our Customers are Saying
“The Lean process helped us to take an objective look at our internal business
processes and finds ways to streamline them. Implementation of these changes will
make for a better product, reducing wasted time and duplication of effort.”
“The Lean project was successful in reducing document requirements because it
involved those of us who deal directly with a very important customer - the employer.”
“The Lean program has improved our Customized Job Training contract process. The
Lean program helped to streamline the process without compromising integrity, and is
in sync with the training our customers are doing to be globally competitive.”
Center for Lean Government Services
www.ctdol.state.ct.us/lean
Connecticut Quality Improvement Award Partnership (CQIAP)
Awards
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2000 Platinum Connecticut Innovation Award
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2004 Silver Connecticut Innovation Award