Written by The City of San Diego sent 7 staff members through Lean Six Sigma training at the University of California-San Diego (UCSD) Extension for 16 weeks.
The program aligned with Mayor Kevin Faulconer’s vision for a city government that is as innovative as the people it serves, driving meaningful change within the city operations.
The projects resulted inimprovements across many different departments:
- Reduced emergency call times: To reduce the length of calls received within 16 seconds, one team revised the information input screen and automated a portion of the call process, which resulted in a 16% reduction in time. and had the potential to save an estimated additional 22 lives annually.
- Improved library material delivery: To reduce the wait times for library patrons to receive requested books and other materials, one team simplified the sorting process to increase productivity by 42%
- Faster street light maintenance: To reduce lead time for street light maintenance, one team created a new workflow system that reduced the lead time by about three days.
- Improved operations at the Public Works Customer Service Center: To shorten the time to handle customer complaints, one team eliminated paper forms and move to new technology, resulting in savings around $113,000 per year.
You can read the entire article at https://extendedstudies.ucsd.edu/news-and-events/division-of-extended-studies-blog/september-2016/city-of-san-diego-teams-up-with-uc-san-diego-extension-to-improve-customer-service-and-increase-productivity