Management Initiatives

Tara Acker Director of SomerStat

Timeline

9/2004 SomerStat4/2006 Resident

Notification System 3/2010 LeaderStat

What is SomerStat?

• Data driven performance management tool• SomerStat panel made up of key decision

makers• 17 departments currently participate

96% ($61 million)

What happens, before, during, and after meetings?

STEP 2. Analysis Phase: assist departments in analyzing and tracking data

STEP 1. Pre-meeting: identify important data trends/issues with key department staff and develop goals and objectives for addressing

issues

STEP 3. SomerStat Meeting: report accomplishments, highlight pressing issues,

engage staff in open forum to enhance department performance.

STEP 4. Track Performance Results (expanding Task List): track goals, accomplishments, pressing issues, next steps in central database.

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Examples of how data analysis facilitates improvement

• System Improvements

Trash Ticket Type# Issued in 2009

Fine Amounts

1st Offense ($50) 4077 203,850$ 2nd Offense ($100) 858 85,800$ 3rd Offense ($300) 776 232,800$ Totals 5711 522,450$

285,550$ 236,900$

Revenue without Fix:Addt'l. Revenue After Fix:

Examples of how data analysis facilitates improvement

• Data Sharing Across Departments

Tow Fees ($25 x 90 boots) 2,250$ Unpaid Parking Tickets ($400 x 90 boots) 36,000$

Additional Annual Revenue: 38,250$

Annual LPR Revenue Due to Info Sharing, based on CY09 data

Examples of how data analysis facilitates improvement

• Timely Data Monitoring

• New wireless water meter critical consumption system recently caught the use of 3.5 units of water in one day, which if left for a 2-week period while resident was on vacation would have resulted in an extra $500 on their water bill

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What did it cost to start?

• Each year, there have been added SomerStat responsibilities (and costs)

• There have been no additional technology or facility costs

• Program pays for itself in dollars and quality of City functioning

FY2005 FY2010

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Efficiently Spending the Public’s Money

FY09 General Fund Expenditures Per Capita for 50,000+ Population CitiesSource: Massachusetts Department of Revenue Municipal Databank/Local Aid Section

$3,9

00

$3,3

64

$3,2

81

$3,0

15

$2,9

75

$2,9

48

$2,5

68

$2,4

36

$2,4

16

$2,4

15

$2,4

09

$2,3

79

$2,3

69

$2,3

16

$2,3

13

$2,2

80

$2,2

77

$2,2

23

$2,1

43

$2,1

13

$2,0

74

$2,0

02

$1,9

43

$1,8

58

$1,7

07

$-$500

$1,000$1,500$2,000$2,500$3,000$3,500$4,000$4,500$5,000

What is ResiStat?

Bi-annual community meetings

Online blog and Facebook accountActive mailing list (over 5,000 members)

What are ResiStat Meetings Like?

• Detailed informational materials on wide range of city functions distributed in advance

• Mayor, Aldermen, and key Department Heads available to answer questions

• Discussion groups in addition to presentations

Vision for the FutureExpand the city’s internet presence through greater use of existing Web 2.0 technologies

Experiment with cutting-edge technologies used successfully by other governments

Consolidate services and eliminate redundancies (in some cases, being a data clearing-house means providing a link to something that already exists, not reinventing it)

Reach underrepresented groups – particularly immigrant populations and the elderly – who may not have access to the latest technology

What is LeaderStat?

• Training staff at all levels of organization• Introduced adaptive leadership concepts, system thinking,

role of individual in common challenges • Three phases:

• Tier 1 introduction to adaptive leadership • Tier 2: cross departmental training using case consulation

methods to solve problems and connect staff to a common purpose

• Tier 3: implementation of formal structure as part of core work and applied to all staff

• Working in partnership with KSG Professor Hugh O’Doherty

What is LeaderStat?

• People found it helpful to hear how other managers with similar issues deal with common problems. It made them feel stronger as a leader.

• People thought the program opened their thinking on problem solving, looking at the root rather than quick fixes

• People found it beneficial to experience cross departmental concerns to understand that the work is all of ours – a common thread/purpose

• People found the skills learned in LeaderStat (getting on the balcony to solve problems) were transferable to all work areas and helped them to their job better

The SomerCircle

ResiStat

LeaderStat

SomerStat

ONE CITY

• 24/7 Phone Line in 4 languages• Director applies private sector principles to

management• Data used in SomerStat Meetings• 311 takes all DPW and T&P calls, plus

informational calls. Plan is to enable 311 to handle all City transactions eventually

What is 311?

Call Volume

2007 2008 2009

91,457

Most Calls Handled in One Month

10,155January 2010

Top 10 Requests This Week

Mayor Curtatone

Constituent Services Driector

Call Center

Manager

Customer Service Representatives

(x8)

System Coordinator

Phone Operators (x2)

SomerStat Director

ResiStat

Coordinator

Analyst

Analyst

Analyst

Organization Chart