Lean IT in Benin’s public administration reduces dropped calls and increases customer satisfaction

The Agency for Information Services and Systems (Agence des Services et Systèmes d’information – ASSI) is a government agency that has been engaged in the digital transformation of Benin since 2016. What were the problems? They struggled to develop clear objectives, standardize processes, better manage the different types of requests received, and measure the work […]

Algonquin College Continues its Lean Journey

The Algonquin College Lean effort, which began in 2005, continues to make inroads. An improvement team collected and analyzed data to gain a better understanding of demand patterns.  This has allowed the department to maximize their outreach activities without increasing wait times for face-to-face sessions. Each year the College aims to start 12 -15 new […]

City of Coral Gables Looking Inward and Outward

The City of Coral Gables (FL) IT department worked together on response times and efficiencies with a Lean Six Sigma improvement project. The process empowered their team to look inward and outward, identifying opportunities that could make a difference over a short period of time. One initiative was to dedicate assigned IT liaisons to each […]

Brevard County Using Lean Six Sigma to Create a Better Tomorrow

Since October 2015, Brevard County (Florida) Government has worked on institutionalizing Lean Six Sigma as a way to help create a better tomorrow. Leading the Lean Six Sigma initiatives out of the County Manager’s Office is Special Projects Coordinator Katherine Wall.  Lean Six Sigma successes to date include: The Development Application Process: Successfully reduced site plan […]

State of Connecticut Successfully Combines Lean and IT Together

In this interview with Gemba Academy, John Vittner and Alison Fisher discuss how teams must show that they have implemented Lean into the process before applying and getting funding for any information technology (IT) solutions. They made this change to help incentivize agencies to collaborate with each other, instead of “automating the waste.” By implementing […]