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Texas Departmentof Health
The Survey of Organizational Excellence:
The Making and Marketing of Agency Improvements
2002-2003
Wanda Thompson, Ph.D., Associate Commissioner for Operational Support
Robin L. ScottOrganizational Development Specialist
A Review of 2002 – Where Were We?
The TDH mission: To The TDH mission: To partner with the people and communities of Texas to protect, promote and improve health.
Over 150 programs and organizational units, Over 150 programs and organizational units, $1.5 billion in annual expenditures; under the $1.5 billion in annual expenditures; under the Texas Health & Human Services CommissionTexas Health & Human Services Commission
5200 employees: TDH Austin, 8 regional5200 employees: TDH Austin, 8 regional offices, 2offices, 2 healthcare facilitieshealthcare facilities
Agency Priorities Remain the Same in 2003
Improve Immunization Rates
Promote Health & Fitness
Enhance Public Health Preparedness
Eliminate Health Disparities
Improve Business Efficiencies/Practices
Our Challenge in 2001: Low Staff Morale
Reorganizations, Consolidations & Shifts of:Programs & ServicesResourcesAgency Priorities & Planning Strategies
Other Stressors for TDH Staff:Security IssuesMedia AttentionJob Security
We Needed Ways To:
reach a diverse staff of 5,000 statewide;
introduce our new Commissioner to staff;
introduce TDH and its issues to the Commissioner;
tell staff their opinions mattered; and
communicate positive changes from the SOE.
2001 Pre-Survey Marketing: 4 Strategies
Marketing Strategy 1: Print Letters, newsletter articles, posters
Marketing Strategy 2: Electronic Employee Intranet, emails from Dr. Sanchez, E-Broadcast
announcements
Marketing Strategy 3: Voice & Image Dr. Sanchez video message on SOE Web site, employee video
testimonials, video PowerPoints in lobby; custom logo
Marketing Strategy4: Personal & Interactive Dr. Sanchez’ Town Hall meetings – statewide interactive
broadcasts, heightened involvement of employee organizations
2001 Post-Survey Strategies
Staff Focus Groups
Steering Team
Agency-wide focus areas
Participation Rewards
SOE Web home/email address
Project identification and updates
Results!
A response rate of 58% (a 71% increase over 2000 survey)
A record for the agency!
Recognition by UT Forum on Excellence
SOE Participation Percent - Current
0
10
20
30
40
50
60
70
1994 -33%
1996 -40%
1998 -35%
2000 -34%
2002 -58%
What Worked?
Ongoing, multimedia marketing
Personal messages
Focus groups & involvement of employees
Dr. Sanchez Speaks to Staff: Dr. Sanchez Speaks to Staff: Town Hall - November 2002Town Hall - November 2002
That’s where we were That’s where we were
one year ago. one year ago.
And now, And now,
the rest of the story.the rest of the story.
1. We focused on what our 1. We focused on what our staff said was important.staff said was important.
We identified 6 focus areas for actionWe identified 6 focus areas for action
Compared SOE and 26 focus groups statewideCompared SOE and 26 focus groups statewide
Found related SOE questions Found related SOE questions
Included detailed suggestions and concerns from Included detailed suggestions and concerns from the focus groupsthe focus groups
The 6 Focus Areas:The 6 Focus Areas:
Burdensome Policies & ProceduresBurdensome Policies & Procedures
Inadequate ResourcesInadequate Resources
Supervisory/Managerial CompetenciesSupervisory/Managerial Competencies
Internal CommunicationsInternal Communications
LeadershipLeadership
Performance Evaluation MethodsPerformance Evaluation Methods
2. We announced the focus 2. We announced the focus areas & our intent to areas & our intent to act.act.
Clarified definition and scope of each areaClarified definition and scope of each area
Invited ongoing employee suggestions for Invited ongoing employee suggestions for interventionintervention
Publicized in various formatsPublicized in various formats
3. We identified current & 3. We identified current & recent efforts in each area.recent efforts in each area.
Reviewed, revived, and/or reformed Reviewed, revived, and/or reformed workgroupsworkgroups
Expanded workgroup charges and Expanded workgroup charges and memberships where necessarymemberships where necessary
Gathered documentation; required updates; Gathered documentation; required updates; established timelinesestablished timelines
4. We added projects and 4. We added projects and interventions.interventions.
Some in organizational/functional areasSome in organizational/functional areas
Steering Team oversight and/or liaisonSteering Team oversight and/or liaison
Involvement of Employee Advisory CouncilInvolvement of Employee Advisory Council
Short term = achievable in a yearShort term = achievable in a year
Quick wins first; meaningful impacts secondQuick wins first; meaningful impacts second
5. We continue marketing 5. We continue marketing updates on each focus area.updates on each focus area.
Print – Newsletters Print – Newsletters
Commissioner Emails to all staffCommissioner Emails to all staff
Web site (Intranet and NOW Internet)Web site (Intranet and NOW Internet)
Links to project websites and documentsLinks to project websites and documents
Connecting SOE with each improvement Connecting SOE with each improvement project -- reminder of the sourceproject -- reminder of the source
Collaboration with Communications Division --Collaboration with Communications Division --tagging onto related messagestagging onto related messages
Signature colors, graphics, TDH/SOE logo on Signature colors, graphics, TDH/SOE logo on all updates (as above)all updates (as above)
Results So Far? Good News. Results So Far? Good News. Actually, Actually, AllAll New: New:
Performance Evaluation SystemPerformance Evaluation System
Supervisory/Management Development Supervisory/Management Development ProgramProgram
Internal Communications MethodsInternal Communications Methods
Policy Manual/Policy Development SystemPolicy Manual/Policy Development System
Communications Tracking SystemCommunications Tracking System
NewNew Performance Performance Evaluation System Evaluation System
Specifies job performance measuresSpecifies job performance measures Increases interactive planning and reviews Increases interactive planning and reviews
with supervisorwith supervisor Requires self-assessmentRequires self-assessment Formalizes feedback to supervisorFormalizes feedback to supervisor Rates staff on TDH Universal Rates staff on TDH Universal
ExpectationsExpectations
New New Supervisory/Management Supervisory/Management Development ProgramDevelopment Program
Focuses on development, not just trainingFocuses on development, not just training
Identifies manager competenciesIdentifies manager competencies
Includes core curriculum, support and Includes core curriculum, support and discussion groups, elective modulesdiscussion groups, elective modules
360360° assessments, pre- and post- program° assessments, pre- and post- program
NewNew Policy Manual & Policy Manual & Policy Development SystemPolicy Development System
Clearer organization of TDH policiesClearer organization of TDH policies
Distinguishes policies and Commissioner Distinguishes policies and Commissioner DirectivesDirectives
Allows policy recommendations by staffAllows policy recommendations by staff
Creates efficient review and approval processCreates efficient review and approval process
NewNew Communications Communications Tracking SystemTracking System
Streamlines process for routing external Streamlines process for routing external correspondencecorrespondence
Establishes clear and shorter lines of approvalEstablishes clear and shorter lines of approval
Decreases turnaround timeDecreases turnaround time
Improves customer serviceImproves customer service
NewNew Methods for Methods for Internal CommunicationInternal Communication
Online newsletters Online newsletters
Regular Emails to staff from CommissionerRegular Emails to staff from Commissioner
TDH in TransitionTDH in Transition intranet site; daily Q & A intranet site; daily Q & A
TDH Rumors page; daily Q & ATDH Rumors page; daily Q & A
Commissioner’s home page: activities/speechesCommissioner’s home page: activities/speeches
NewNew Methods for Methods for Internal Communication, continuedInternal Communication, continued
Annual statewide Town Hall Meetings with Annual statewide Town Hall Meetings with CommissionerCommissioner
Video Kiosks – progress on focus areas & Video Kiosks – progress on focus areas & posted online for statewide viewingposted online for statewide viewing
Improved Intranet & added SOE Web siteImproved Intranet & added SOE Web site
Here’s One Way We Here’s One Way We Marketed These Items Marketed These Items
to Staff.to Staff.
Six Focus Areas
• Burdensome Policies and Procedures
• Inadequate Resources
• Supervisory/Management Competencies
• Internal Communications
• Leadership
• Performance Evaluation Methods
• Burdensome Policies and Procedures
• Inadequate Resources
• Supervisory/Management Competencies
• Internal Communications
• Leadership
• Performance Evaluation Methods
• An environment of secrecy and confusion from upper management down
• Need for more allowance for input and more listening by senior management
• Need for better communications across programs
• A need for better communications from TDH Austin to Regions
Your Concerns
Improvements
Other Examples of TDH’s Other Examples of TDH’s Implementation MarketingImplementation Marketing
Post-survey Poster SOE Website Screenshot
Summary - August 2003: Summary - August 2003: Where are we now??Where are we now??
Pleased with success.Pleased with success.
Facing Facing newnew challenges. challenges.
Post-legislative sessionPost-legislative session
Budget cuts; reductions in forceBudget cuts; reductions in force
Consolidation – 14 agencies into 5 over 4 yearsConsolidation – 14 agencies into 5 over 4 years
TDH/HHSC Transition Teams working over next TDH/HHSC Transition Teams working over next four yearsfour years
……and what next for the SOE and what next for the SOE at TDH?at TDH? Cutbacks, layoffs, consolidation – wasted effort?Cutbacks, layoffs, consolidation – wasted effort?
Our results stand; we press on. And, who knows- Our results stand; we press on. And, who knows-
TDH might provide assistance for SOE use at the TDH might provide assistance for SOE use at the new Department of State Health Services and new Department of State Health Services and across the Texas Health and Human Services across the Texas Health and Human Services system.system.
TDH/SOE ContactsTDH/SOE ContactsWanda ThompsonWanda Thompson
Associate Commissioner for Operational SupportAssociate Commissioner for Operational Support512/458-7111512/458-7111
[email protected]@tdh.state.tx.us
Robin L. ScottRobin L. ScottOrganizational Development SpecialistOrganizational Development Specialist
512/458-7111512/[email protected]@tdh.state.tx.us
www.tdh.state.tx.us/tdhsurveywww.tdh.state.tx.us/tdhsurvey