MassDEP’s Agency Process Optimization (APO)

transcript

MassDEP’s Agency Process Optimization (APO)Summit on Lean and Process Improvement for Environmental Agencies in the Northeast May 28, 2014

Douglas Fine, Assistant Commissioner for Planning & EvaluationMassachusetts Department of Environmental Protection

Integrated online Secretariat-wide IT system Automate standardized business processes Share data transparently Use state-of-the-art information technology Improved tools for businesses, the public, and

EEA agencies Cost: $40 million over 5 years Pre-Design work began in 2011 Begin design work in July 2014 EIPAS functions begin rolling out 2015

Enterprise-Wide IT Redesign:Energy & Environmental Information & Pubic Access System (EIPAS)

Tools for Businesses/Regulated Entities:• 24/7 access to permit & reporting status• One on-line place for reporting, compliance payments, etc.• Step-by-step permit application guidance (incl. sample permits;

completeness checks,..)

Tools for General Public/Advocates:• Map-based “point & click” access to regulated activities• Easy dive into deeper content (incl. permits held, spill notifications,

compliance status/history,..)

Tools for MassDEP:• Computerized administrative completeness & compliance screening• Automated (or IT-assisted) agency responses• Improved management tools

What EIPAS will do

EIPAS OverviewSample Regulated Entity Portal

EIPAS Overview Sample “My Neighborhood” View

EVDPB RAO

Legend

Active MassDEP permit

Reported environmental data

MassDEP permit violation

MassDEP permit enforcement

Wetlands notice of intent

Reported spill or release

Release site with RAO filed (cleanup complete)

Release site with activity use limitation

Brownfields site

ABC Waste Combustor, Inc.123 Main Street, Suite 4000North Southland, MA

3 active permits, air quality and industrial wastewater

Permits Reports Violations Enforcements more

Release Site 3-0012345 (notification 1/2/03)100 Main StreetNorth Southland, MA

Reporting category: 2 hours, oil releaseCompliance status: Response Action Outcome filedNo activity use limitation

Notice Correspondence Plans History RAO more

EIPAS Overview Sample Online Permit Screen

In order to maximize the value of the IT redesign, MassDEP is:

◦Optimizing and aligning agency work practices (called Agency Process Optimization)

◦Establishing common data standards

across all programs and locations

Pre-Design Work for EIPAS

What is Agency Process Optimization (APO)? Before IT design begins, engage with staff

who “do the work” to:◦ Align practices across programs & offices◦ Make simple improvements in work flows◦ Document agency processes/work flows

APO helps:◦ Provide clear consistent documentation to

designers◦ Reduce the number of workflows for EIPAS◦ Avoid “coding” current inefficiencies

Inventory processes (agency-wide) Prioritize processes for APO Identify optimizations (for a handful of processes)

◦ mapping current workflows◦ identifying ways to standardize and improve◦ mapping future workflows

Implement optimizations (for these processes)◦ codifying future-state workflows◦ creating SOPs, template docs, etc.

Expand optimizations (across all programs, for each process)

Core Elements of APO (“Lean Lite”)

APO Work to Date Processes Inventoried (Winter 2013)

Selected three for first APOs (Winter 2013):◦ Permitting, Complaint Management, Reporting

Identified Optimizations (Winter 2013):◦ Permitting: 3 Air Permits; 2 Groundwater Permits◦ Complaint Management: Air, Wetlands, Strike

Force◦ Reporting: Environmental Results Program[Done via intensive “workshops” – 2 to 4 days]

APO Work to Date (cont’d) Implemented these Optimizations (Summer/Fall

[Done via periodic team meetings w/assignments]

Expanding Permitting Optimizations to all permits (Winter/Spring 2014) (aka Assimilation)[Done via consultation sessions w/individuals or

small groups]

Workshops to Identify Optimizations

Map Current State

Identify Opportunities and Solutions

Develop High Level Action

PlanMap Future

Standardization Steps

Current State Map Future State Map

The Winter 2013 workshops followed 4 key steps to identify pre-design process changes and map a standardized “future state” process.

APO for GW & AQ Permits: Implementation Project Deliverables1.0 Standard Procedures:

◦ Staff checklists for internal documentation of permit review◦ Guidance to support internal document sharing◦ Internal SOPs for administrative tasks & PIMS entry

2.0 Supporting Documents & Templates:◦ Applicant checklists for complete submittals◦ Document templates (Admin Review Completed, Confirming Withdrawal of Application)

3.0 New Tools & Capabilities:◦ Decision trees for applicants◦ Templates/forms for GW applicants to self-certify ownership & control and financial/operational

responsibility

4.0 Staff Training on Permit Writing:◦ Determine need for, and contents of staff training (must first clarify the “problem to be solved”)◦ Develop or provide the training

APO “Assimilation” for Permitting (Primary APO work that has been underway Dec ‘12-now)

Conduct “consultation sessions” to:◦ Identify key variations from a baseline workflow◦ Put permits into “families”◦ Generate permit workflow diagrams for each family◦ Collect standard documents & templates in use◦ Identify new std docs / SOPs that would be helpful◦ Record process improvement recommendations

See sample workflow charts (on wall)

Continuing APO Work in 2014 Finish Assimilation for all Permits Additional Implementation Work (pre-EIPAS

Website Changes) for Complaints Management

APO for Revenue Collection & Management APO for Routine Reporting Additional APO (TBD)

Activity / Role # of People Duration of Commitment

# of Days

Project Management Team

12 On-going (began Dec. 2012)

1 day/week

Project Sponsors

3 On-going 1 day/month

Identification 12 per process 3 weeks each 4 days total per person

Implementation

12 per process 12 weeks each 4 days total per person

Assimilation 45 for permitting

16 weeks 1 day total per person

APO Level of Effort

Std documentation of workflows & std templates are very helpful

Some pre-design testing is valuable Lean “Lite” isn’t enough time Make “identification” and “implementation”

the same step More frequent sr. sponsor engagement

w/teams (daily?) Need good facilitators Line staff need coaching to develop

program-wide implementation guidance

Lessons Learned

Event “playbook” (for Identifying Optimizations)

Event facilitator resources

Sample materials◦ Charters & scopes◦ Meeting invitations ◦ Event agendas◦ Implementation memos, etc.

APO Tools to Share

Change Management

EIPAS Fears Raised by StaffThe following perceptions were raised by staff

in Fall 2013: EIPAS will limit staff flexibility thus limiting

our value-added EIPAS will replace people/result in layoffs EIPAS is too big & ambitious to get done EIPAS will only be a glorified fee collection

system EIPAS will fade away with the next governor

Communications Objectives

Establish a clear vision Top down communication to highlight

priorities Bottom up engagement with staff to help

plan for a system based on client needs and to build “ownership” of the system

Routinely share EIPAS & APO information and engage personnel via:

◦ Weekly updates at Commissioner’s Senior Staff meetings

◦ Monthly decisions/acceptance sessions at Senior Leadership meetings

◦ Monthly updates at Bureau & Regional 1st line supervisors meetings

◦ Periodic All-Staff “Road Shows” (began 2014)◦ Periodic Commissioner’s All-Staff emails◦ Bi-Weekly Sponsor Meetings

Communications Mechanisms

Factors in APO and Change Management Success (thus far) Significant time/effort for APO & Data

Standards Persistent staff engagement &

communications Strong commitment from senior agency

heads Committed Project Management Teams and

Sponsor Group Dedicated project support/coordination

Thank you!Douglas Fine

Assistant Commissioner for Planning & EvaluationMassachusetts Department of Environmental

Protection1Winter Street

Boston, MA 02108617-292-5792

douglas.fine@state.ma.us