Civil Service Commission Update Ken Connolly, Division Director Grace M. Kelly, Deputy CEO

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1 Civil Service Commission Update Ken Connolly, Division Director Grace M. Kelly, Deputy CEO

2 I will take quotable quotes for a $1000 We need a new idea of how to govern. The current system is broken. Law is supposed to be a framework for humans to make choices, not the replacement for free choice. Philip K. Howard Never doubt that a small group of thoughtful, committed, citizens can change the world. Indeed, it is the only thing that ever has. Margaret Mead If you have no will to change it, you have no right to criticize it. Abraham Lincoln Progress is impossible without change, and those who cannot change their minds cannot change anything. George Bernard Shaw

3 Build it and they will come. Title Consolidation Efficient Delivery of Service Competitive to Non-Competitive Trainee Titles Foglio Decision Training, EAS, EEO Job Banding epar

4 Who s afraid of the Big Bad Wolf? Office of Legislative Services Audit 3/2014 2,522 Provisionals over 12 Months Customer Survey They really like me, they really like me Trainee or Not a Trainee? That is the question Selection processes take too long Why test when there is no one to test?

5 What s new Pussycat? 2013 State Audit conducted 2014 Reorganize to better meet objectives, and customer needs 2015 Realignment of services Introduction of new technologies 5

6 Align Organization Functions Appeals & Regulatory Appellate and Regulatory Affairs Equal Employment Opportunity Agency Services CPM Eligibility Announcements Business Systems Administrative Support & Logistics Internal Support Training Logistical Services Exam Administration Info Center Test Development and Analytics Test Development Job Banding Selection Support Analytics

7 Customer Service Top Ten Companies in Customer Service: Two Great Quotes from leaders in Customer Service! Focus on the user and all else will follow - We have a longstanding commitment to provide our customers with the best possible service every time they shop with us. We do everything we can to make them feel welcome, respected and comfortable. Our focus is and always will be to provide our customers with a great experience and to continually maintain our strong and lasting relationship with them. We ask all of our people to always use good judgment and to treat customers in the manner that they would like to be treated. --

8 Enhance Customer Experience

9 People don t resist change, they resist being changed The reorganization included changes in division, leadership, coworkers, space, names and ultimately the way we do business. The reorganization impacts us all but in different ways and to different degrees. To be a successful organization we must respond to our customers, recognize the need for change and manage it.

10 Reorganization Results One Year Later PENDING WORK November 3, 2014 # of symbols pending eligibility review: 418 # of applications pending eligibility review: 6181 October 30, 2015 # of symbols pending in eligibility: 289 # of applications pending in eligibility: 2609 TURNAROUND TIME October 2014: Processed 152 E&Es and waivers Average turnaround = days October 2015: Processed 284 E&Es and waivers Average turnaround = 82.7 days

11 Reorganization Results One Year Later BACKLOG November 1, 2014 # of pending symbols more than 120 days post-closing date: 124 # of pending symbols more than 90 days post-closing date: 197 October 30, 2015 # of pending symbols more than 120 days post-closing date: 39 # of pending symbols more than 90 days post-closing date: 107

12 Waivers One Year Later Figures on waivers: FY 14 (July 2013-June 2014) processed 118 waivers FY 15 (July 2014-June 2015) processed 596 waivers FY 16 (so far July 2015-October 2015) processed 272 waivers

13 Change Management Models

14 Steps for Implementing Change 1) Management Support for Change 2) Making a Case for Change 3) Communicating the Need for the Change 4) Implementation of the Change 5) Recognizing Concerns and Empowering Staff with the ability to change 6) Removing Barriers 7) Create short term goals 8) Follow Up

15 Communication Strategy Communication ( ) sent to all Staff outlining the changes Division Staff Meetings Employee Summit Interdivisional Meetings

16 Bridges Model

17 Implementing the Change Consistent Messaging amongst divisions Recognize Employee Concerns Reporting Relationships Physical Movement Emotional Intelligence Issues

18

19 Objectives of the Employee Summit Implementation of Lewin s Change Model Unfreeze Introduce New Relationships Transition Remove Barriers Refreeze Create Short Term Goals TRANSITION

20 Agenda Employee Summit Leadership Overview of the Change Briefing on Realigned Divisions Networking Bingo (New Relationships) Training Courses (Remove Barriers) One hour Sessions on Customer Service and Change Management Pre-established Grouping for Training Civil Service Commission Commercial (Shared Vision Activity)

21 Follow Up Activities Summit Evaluation Continued Inter Division Meetings

22 Summit Responses I liked the interactive activities, especially the commercial. Very creative and fun! -- 1/26/2015 I enjoyed the candor that the employees gave in their responses to the instructors during the workshop sessions. This demonstrated to me their enthusiasm and high level of participation --2/9/2015 The instructor sessions, they were great --2/19/2015

23 Training for Public Service Currently Enrolling Business Objects/Novice and Intermediate Business Writing Courtesy, Respect & Professionalism Face to Face Communication Microsoft Office Excel S3- Supervisor Success Series

24 Future Requests Certificate Programs CPR & AED Training Government & Policy Courses Process & Organization Management Professional Development

25 Customer Service We will bring the classroom to you! Can t fill a class we will help you partner with other jurisdictions. Programs developed by and for Public Service Professionals. Customized curriculum development. Professional Instructors from your County Colleges. No customer need is too small or too big.

26 Thank you! Questions?

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