every student. every classroom. every day.

Creating a Service Culture

MSDF Impact Assessment

2

2

OUSD Customer Value Chain

Network

Leaders

Central

Service

Teams

Families

(Students)Vendors

Regulators

Teachers &

Staff

Site Leaders

High Levels of Service High Levels of Student Achievement

Community/ BOE

The Educational Leadership Team (ELT) and the Service Leadership Team (SLT) partners in providing service for our ultimate customers which are the Students, Families and Community.

3

3

RATER

eliability: Performing dependably and accuratelyR

A ssurance: Conveying trust and confidence through knowledge of products and services

T angibles: Creating an impression through appearance (people, facilities) and equipment (efficient and user-friendly systems)E mpathy: Communicating caring and individualized attention

R esponsiveness: Helping customers willingly, promptly, and speedily

Source: Forum Group

4

4

Service Score Cards & Narratives

Key Elements of Score Cards: 1. Service Standards2. Customer Service Perception/RATER3. Budget4. People

Key Elements of the Narrative/Analysis:1. Link each service standard to student achievement2. Select 2-3 targets and analyze score.3. Validate/ describe metric used to measure standard.

5

55

Data-Driven culture:Service Area leaders are expected to review scorecard

findings and adjust Service Area Improvement Plan two times per year

Teachers receive clear instructions about the district's curriculum-based progress and benchmark assessments

Schools N/A 74%

At least one member from each school site is trained on how to use Edusoft Schools 100%

Data SupportTeachers have access to useful, timely data on student performance to help guide teaching. Schools 71% 81%

Principals have access to useful, timely data on student performance to help guide teaching. Schools 74% 96%

State Testing:All State Testing inquiries were responded to within 24 hours. Schools 95% 95%

All schools have a representative trained on STAR and CELDT procedures Schools 100% 100%

Research and EvaluationOUSD has a comprehensive system of evaluation. Metric: FCMAT score on evaluation standard Strategy Team 5

FCMAT to return in October 2008

Budget to Actual -11%Savings

Reliability 50% 81%Assurance 55% 78%Tangibles 55% 82%Empathy 61% 82%Responsiveness 61% 80%OVERALL RATER AVERAGE 80.55%Supporting Student Achievement 64% 85%

Completion of staff annual evaluations 100% 100%Employee Attendance 96%Employee Turnover 24%Sufficiently Trained 100%Employee Overall Satisfaction 30% 93%

District Assessments:

Research & AssessmentSERVICE SCORE CARD

SCORE

CUSTOMER SERVICE

PEOPLE

06/ 07 Annual 07/ 08 Annual

BUDGET

SERVICE STANDARDS Client

6

6

Service Improvement Plans & Continuous Process

Improvement

Goal: Service Area leaders utilize key metrics to drive continuous cycles of improvement with their teams.

Service Improvement Plans: Three year strategic plan focused on improving quality services, creating cost efficiencies, and developing human capital.

Key Elements of Service Improvement Plans:• Data Review and Needs Assessment• Departmental Mission & Vision Statements• 3-Year Goals and Associated Objectives

– Aligned with budget