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
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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)
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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
P
E
D
V
R
W
B
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
RAO
AUL
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
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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
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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
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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”)
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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]
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APO Work to Date (cont’d) Implemented these Optimizations (Summer/Fall
2013)
[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]
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Workshops to Identify Optimizations
Map Current State
Identify Opportunities and Solutions
Develop High Level Action
PlanMap Future
State
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.
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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
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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)
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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)
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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
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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
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Event “playbook” (for Identifying Optimizations)
Event facilitator resources
Sample materials◦ Charters & scopes◦ Meeting invitations ◦ Event agendas◦ Implementation memos, etc.
APO Tools to Share
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Change Management
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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
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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
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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
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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
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Thank you!Douglas Fine
Assistant Commissioner for Planning & EvaluationMassachusetts Department of Environmental
Protection1Winter Street
Boston, MA 02108617-292-5792
