Organizational Performance Management

Organizational Performance Management (OPM) is the parent department guiding the Performance Development group. OPM is positioned at the center of organizational change, providing critical leadership and guidance to the organization on strategic and business planning, performance management, and enterprise wide process that streamline and improve operational efficiencies and effectiveness. OPM deploys a range of strategic activities designed to measure, analyze, and adjust the many aspects of individual and organizational performance through management and process controls, and procedures of various types. OPM products and services include, Performance Management Systems & Infrastructure, Strategic Planning – 4 Year Revision Cycle, Annual Business Planning support, Performance Reports, Citizen Engagement (Surveys, Social Media, Proactive Education), Employee Engagement & Satisfaction Surveys, Systems-wide Process Improvement, Performance Analysis & Data Translation, and Continuous Organizational Performance Improvement training. Based on best practices found in the private-sector, high-performing organizations, Customer Service, and Training & Development have been grouped with Performance Development under the OPM umbrella to provide a proactive approach to managing customer challenges and issues, with a functional structure that is fully responsive to addressing any current or future issues.

Core Services

Customer Service

The Customer Service Division serves as the first point of contact for residents and businesses in Pasco County, managing and tracking citizen complaints, requests for service, questions, and information for County Departments. Service is provided to our customers on the telephone and through online transactions, or in person at either the East or West Pasco Government Centers. The goal is to resolve questions and requests during the first interaction with the customer or connect them with the most appropriate party to help them resolve their issue. The Division also serves as the Resident Information Center (RIC) when the Emergency Operations Center is activated. The RIC assists Pasco County residents with any questions and concerns during emergencies.

Performance Development

PDD provides process and performance management experts, through Performance Development Analysts (PDAs), who facilitate the County’s transition to, and implementation of a performance excellence culture. Through precisely executed actions and activities staff at all levels of the organization are engaged in the process of improving operational effectiveness and efficiency. Every program and service provided by the County is made up of processes intended to achieve results. PDAs target these processes by removing inefficiencies that do not bring value-added benefits. The PDAs work as operations, process, and performance management consultants to branch, department, and division level management. PDAs are the catalyst for the development, adoption, and implementation of initiatives by supporting each performance-driven initiative. In addition to identifying process waste, the PDA toolbox includes LEAN, Six Sigma, Total Quality Management, Kaizen, PDCA, DMAIC methodologies.

Training & Development

Our Training & Development Division's (T&D) main goal is to create a comprehensive employee training program that offers our employees a variety of skill-development topics, along with multiple methods to learn and develop skill sets. We create opportunities for employees to take on increasing leadership roles and to advance their careers in the organization with the ultimate goal to improve our employees’ ability to serve our customers.

Goals & Objectives

Goal: Have a minimum 90% of respondents select a score of #4 or #5 on class evaluations for each of the 5 rating factors (Satisfaction, Knowledge, Behavior, Presenter, Time Commitment). Preferred Target: 95%, FY23 results are 97%

Goal: Have a minimum 30% promotion rate among employees who have completed the Leadership Development Program (LDP). Preferred Target: 40%, FY23 results are 46%

Goal: Have a minimum 30% promotion rate among employees who have completed the Degree Alternative Program (DAP). Preferred Target: 40%, FY23 results are 57%

The mission of the Performance Development Division (PDD) is to continuously improve the Operational Deliverables that result in Better Customer Outcomes.

The Key Outcome Measures

The Key Outcome measure for Performance Development is a pass-through from all customer-facing departments:

• % of citizens rating the Overall Quality of Services Provided by Pasco County as Excellent or Good. FY2023 hit 61%, above the national benchmark. The target for this measure is 75%.

Levels of Service/Current Performance

• Address “mission critical” process issues within 3 days of notification. (FY23: 3 days)

• Address program process issues within 15 days of notification. (FY23: 10 days)

Process/Program Measures (Operational KPIs)

• Number of processes mapped/analyzed/improved (FY13-23: 285)

• Average percentage of opportunities for improvement implemented per process: Goal 95% (FY23: 97%)

• ROI of process improvement (cost, time, effort, quality, etc.) (FY23: Time reduction averaged 56%)

• Number of Team Members trained in Performance Improvement methodologies. Six Sigma 399