Clerk of the Circuit CourtClerk of the Circuit CourtPalm Beach County, FloridaPalm Beach County, Florida

Our Journey to ExcellenceOur Journey to Excellence

Join us onOur Journeyto Excellence…

Sharon R. BockSharon R. BockClerk & ComptrollerClerk & Comptroller

Clerk Bock believes that strong leadership is Clerk Bock believes that strong leadership is essential to achieving organizational excellence. essential to achieving organizational excellence. Leaders are responsible for setting clear direction Leaders are responsible for setting clear direction and creating a culture where employees take pride and creating a culture where employees take pride in their work, actively participate in making in their work, actively participate in making improvements and have a desire to reach their improvements and have a desire to reach their fullest potential.fullest potential.

The Clerk & Comptroller’s Office began its journey to The Clerk & Comptroller’s Office began its journey to excellence, using the Sterling Framework, in 1998.excellence, using the Sterling Framework, in 1998.

The Clerk’s VisionThe Clerk’s Vision

The Clerk’s Office provides the highest level of The Clerk’s Office provides the highest level of service to our customers in a happy and satisfying service to our customers in a happy and satisfying workplace, where we all can develop to our fullest workplace, where we all can develop to our fullest potential.potential.

About the Clerk’s OfficeAbout the Clerk’s Office

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Provides services to a population of 1.2 million county Provides services to a population of 1.2 million county residents from 8 locations in the following functions:residents from 8 locations in the following functions: Court Services ~ Clerk for County and Circuit Court Services ~ Clerk for County and Circuit

Criminal and Civil CourtsCriminal and Civil Courts Finance ~ Clerk to the Board of County Finance ~ Clerk to the Board of County

Commissioners,Commissioners,

Chief Financial Officer, County Auditor, and Chief Financial Officer, County Auditor, and Custodian of County FundsCustodian of County Funds

Legal Records ~ County Recorder and Custodian of Legal Records ~ County Recorder and Custodian of the county’s Official Recordsthe county’s Official Records

Operating budget of $55 millionOperating budget of $55 million 750 employees750 employees

Our Journey to ExcellenceOur Journey to Excellence1997 - 20031997 - 2003

Deliver Outstanding

Service

Be a Great Place

to Work

Be Effective and

Efficient

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Our Culture StatementOur Culture Statement Values and behavioral expectations for all employees Values and behavioral expectations for all employees

thatthat

define the relationships in our workplacedefine the relationships in our workplace Sterling NavigatorSterling Navigator

Organizational assessment that established aOrganizational assessment that established a

performance baselineperformance baseline Our three Strategic DirectionsOur three Strategic Directions

Organizational initiatives and strategic plans areOrganizational initiatives and strategic plans are

linked with one or more of these directionslinked with one or more of these directions

(Our motto ~ (Our motto ~ THINK…LINKTHINK…LINK))

Our Journey to ExcellenceOur Journey to Excellence1997 - 20031997 - 2003

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Our Management Operating SystemOur Management Operating System Department performance and productivity measurement Department performance and productivity measurement systemsystem

that rolls up as a dashboard at the executive levelthat rolls up as a dashboard at the executive level Strategic PlanStrategic Plan

Systematic process that involves employees at all levels of Systematic process that involves employees at all levels of the organizationthe organization

Customer Service FocusCustomer Service FocusIntegrated customer service system that includes Integrated customer service system that includes employee training, customer satisfaction measurement, employee training, customer satisfaction measurement, complaint processing and process improvementcomplaint processing and process improvement

Our Journey to ExcellenceOur Journey to Excellence1997 - 20031997 - 2003

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Employee Satisfaction FocusEmployee Satisfaction Focus Integrated employee satisfaction programs that include Integrated employee satisfaction programs that include

annual employee surveys and an employee/management annual employee surveys and an employee/management team approach to improving employee satisfactionteam approach to improving employee satisfaction

Pay-for-PerformancePay-for-Performance Performance increases based on twice-yearly appraisal Performance increases based on twice-yearly appraisal

ratingsratings Our Process Improvement Model (PIM)Our Process Improvement Model (PIM)

Six-step problem-solving and improvement processSix-step problem-solving and improvement process

that is used at all levels of the organization that is used at all levels of the organization

Why Use the Sterling Framework?Why Use the Sterling Framework?

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The answer is simple: the return on investment, of The answer is simple: the return on investment, of course!course!

For your organization:For your organization:

A unifying vision and directionA unifying vision and direction

Cost savingsCost savings

High levels of customer satisfaction and loyaltyHigh levels of customer satisfaction and loyalty

Happy employeesHappy employees For your customers:For your customers:

Increased efficiencyIncreased efficiency Friendly, accurate and timely serviceFriendly, accurate and timely service

For your community:For your community: A role model for business excellenceA role model for business excellence

What did the Sterling Framework What did the Sterling Framework do for the Palm Beach County do for the Palm Beach County

Clerk’s Office?Clerk’s Office?

By establishing our three Strategic Directions, measuring our By establishing our three Strategic Directions, measuring our performance and making incremental improvements, we performance and making incremental improvements, we accomplished outstanding results:accomplished outstanding results:

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DELIVER OUTSTANDING SERVICEDELIVER OUTSTANDING SERVICE Customer satisfaction ratings over 97% since 2001Customer satisfaction ratings over 97% since 2001

BE EFFECTIVE AND EFFICIENT BE EFFECTIVE AND EFFICIENT Cost savings of over $750,000 from process improvements Cost savings of over $750,000 from process improvements

since 2001since 2001 AAA Bond Rating – one of only 8 counties nationwide so ratedAAA Bond Rating – one of only 8 counties nationwide so rated Return of $6.5 million in unspent funds from budget to the Return of $6.5 million in unspent funds from budget to the

taxpayers of Palm Beach Countytaxpayers of Palm Beach CountyBE A GREAT PLACE TO WORKBE A GREAT PLACE TO WORK

Employee satisfaction ratings that are at or near national Employee satisfaction ratings that are at or near national benchmarks in areas such as work and family balance, training, benchmarks in areas such as work and family balance, training, organizational direction, loyalty, benefits and recognitionorganizational direction, loyalty, benefits and recognition

Excellence EssentialsExcellence Essentials

Clear vision and directionClear vision and direction Full commitment of the leadership teamFull commitment of the leadership team A culture of respect and supportA culture of respect and support Willingness to learn from mistakesWillingness to learn from mistakes Open communicationOpen communication TeamworkTeamwork CreativityCreativity Positive outlookPositive outlook Celebration of successesCelebration of successes

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Take the First StepTake the First Step

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Ask questions! Call Alyson Goermar at (561) 355-Ask questions! Call Alyson Goermar at (561) 355-6824 or send an e-mail to agoermar@co.palm-6824 or send an e-mail to agoermar@co.palm-beach.fl.usbeach.fl.us

Attend our annual Best Practices Showcase Attend our annual Best Practices Showcase (scheduled for April 7, 2005) in West Palm Beach(scheduled for April 7, 2005) in West Palm Beach

Visit our website at Visit our website at www.pbcountyclerk.com to view our Governor’s Sterling Award application

Visit our office to see systems we have usedVisit our office to see systems we have used Attend the 2005 Sterling ConferenceAttend the 2005 Sterling Conference Research Sterling OpportunitiesResearch Sterling Opportunities

Sterling NavigatorSterling Navigator Sterling ChallengeSterling Challenge Regional TrainingRegional Training Regional Team ShowcaseRegional Team Showcase