Frequently Asked Questions

What is Mayor Jackson's Operations Efficiency Task Force?

The Operations Efficiency Task Force will be seeking to create a new model for how government operates.

Why is there a need for an Operations Efficiency Task Force?

Because of the current economic climate the City of Cleveland finds itself in, city government must find new and more efficient ways of providing the best possible services to the citizens of Cleveland. Mayor Jackson's goals for the Operations Efficiency Task Force are to:
  • Achieve and maintain financial stability
  • Improve the efficiency and effectiveness of key city services
  • Create an environment that has a "Customer Service Focus".

What will be the focus of the Operations Efficiency Task Force?

To accomplish the Task Force's goals, the project will focus on operational improvements across the entire City enterprise in stages. However, the initial stage will stress targeting four departments that provide significant services directly to the citizens. These departments are Public Service, Parks, Recreation and Properties, Public Health and Building and Housing.

These departments were recommended for process improvements during the first stage, Stage 1, because:
  • They have already started to look at "how work gets done" in their department, within and between their departments;
  • They represent city processes with significant cost savings potential;
  • They are engaged in direct interaction with the public on a daily basis; and
  • They have begun the process of identifying cost cutting measures.

During Stage 1, the Operations Efficiency Task Force will also examine how to achieve cost savings by examining four core processes across the entire City Enterprise, which are:
  • Information Technology Service Delivery
  • Procurement and Purchasing
  • Human Resources and Personnel Systems
  • Customer Service Activities

What Are the Intended Outcomes of the OETF Process?

The intended outcomes of the Task Force's work and the activities of the Work Groups are to achieve the following objectives:
  • Reduce Operating Costs by at Least 3% by December 2006;
  • Enhance City Services by Establishing Performance Indicators and Targets;
  • Increase Employee Productivity with Better Use of Technology; and
  • Improve Customer Service to our External and Internal Customers.

When Will My Department Be Engaged?

As indicated, the Operational Efficiency Task Force will work to achieve operational improvements across the entire City enterprise in stages. During Stage 1 (3/06 - 12/06), the primary focus will be on the following:
  • Building and Housing
  • Public Health
  • Public Services
  • Parks, Recreation and Properties

During Stage 2 (1/07 - 12/07), the remaining departments will be the focus of the Task Force. Although the primary focus of Stage 1 is not the other departments, each of the departments are expected to reduce operational expenses by a minimum of 3%. Further, it is expected that the leadership of the Stage 2 departments will be engaged in understanding and diagramming their individual end-to-end processes. This process is crucial to identifying points in the operational process in which improvements potentially may occur.

During Stage 1, departments not included in the analysis, must begin to assess their current work processes and begin to identify areas for improving services and achieving a 3% costs savings.

How Will the Task Force be Structured?

Oversight of this initiative will occur through the creation of an Operations Efficiency Council (Task Force), which will be chaired by Darnell Brown, Chief Operating Officer. The various subject related work groups will be established and will consist of employees, community leaders and subject matter experts. The work of the Task Force will be facilitated by the creation of a Program Management Office (PMO). The PMO will be responsible for the day to day operations of the project and will develop and implement all standard operating procedures and processes to ensure the initiative is effectively managed.

How Long Will the Task Force Process Last?

The Operations Efficiency Task Force will operate throughout 2006 (Stage 1) and 2007 (Stage 2) to achieve sustained cost reductions beginning in January 2007. The 2007, the operating budgets for all departments are expected to reflect a 3% continuous cost savings. The cost savings will be obtained as a result of implementing projected operational efficiencies wherever and whenever feasible.

What Level of Participation is Expected from City Departments?

Each department is expected to:
  • With the assistance provided by the Operations Efficiency Task Force, identify opportunities to improve efficiencies and work practices.
  • With the help of skilled and knowledgeable employees, participate with members of the Operations Task Force to recommend changes to the methods in which work is performed and will result in effective and efficient work practices we believe will result in improved customer service and operational savings
  • Adhere to the standardized project management, policies and procedures implemented through the Program Management Office (PMO)
  • Quantify performance improvement measures and targets so there can be an effective determination of the quality of the job performance and a clear accountability for results.

Why Is This Important?

This process will enable city government to establish a culture that is "Customer Service Focused", which will:
  • Improve Customer Satisfaction.
  • Challenge the "Status Quo" by developing new and effective work practices
  • Constantly strengthen internal work processes
  • Increase Customer Service (Both internal and external customers)
  • Achieve and maintain Financial Stability

How Will Collective Bargaining Units be Engaged?

Collective bargaining units directly affected by the Stage 1 core process evaluations have already been invited to meet with Chief Operating Officer Darnell Brown. As the remaining CBU's become directly impacted by the evaluative process, they will also be given the opportunity to discuss issues and concerns with Chief Brown.

Is Outsourcing Being Considered as an Option?

The Task Force will examine all possible efficiency opportunities. This may, in some instances, mean evaluating whether the City should provide a certain service, or contract with an agency to do so. It also may include an evaluation to determine whether the City could more efficiently perform services that it currently contracts to private agencies.

Will There be a Training Component to the OETF Project?

Yes, employee training will be included in the OETF project. The key to the success of the OETF is in the sustainability of its improvements. Without training, sustainability is not possible.