12 08 04kaizen presentation

8/6/2019 12 08 04Kaizen Presentation

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Iowa Department of Natural ResourcesIowa Department of Natural Resources

Kaizen:Kaizen:

Or, How We BeatOr, How We Beat

Our Own SystemOur Own System


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Meeting Resource ChallengesMeeting Resource Challenges

Iowa state governmentIowa state governmentreinventingreinventing howhowit conductsit conducts

business to become morebusiness to become more

efficientefficient

Improving customerImproving customer

serviceservice


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Assistance From ICIGAssistance From ICIG

The Iowa Coalition for InnovationThe Iowa Coalition for Innovationand Growth offered to sponsor aand Growth offered to sponsor a

business process improvementbusiness process improvementproject (BPI) using Japaneseproject (BPI) using Japanese

inspiredinspired kaizenkaizen processprocessFirst timeFirst time the kaizen process wasthe kaizen process was

used in a government settingused in a government setting


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What is Kaizen?What is Kaizen?Highly focusedHighly focused

ActionAction--orientedoriented

22--5 day event5 day event

Empowered teamEmpowered teamtakes immediatetakes immediate

action to improveaction to improve

a specific processa specific process

New process startsNew process starts

that same weekthat same week

Process Map


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Why Kaizen at the DNR?Why Kaizen at the DNR?

EfficiencyEfficiency -- doing more withdoing more withexisting resourcesexisting resources

Support and partnership withSupport and partnership withbusinessbusiness

Commitment to worldCommitment to world--classclass

governmentgovernment


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Why Start withWhy Start with

Air Construction Permits?Air Construction Permits?When Choosing a BPI target:When Choosing a BPI target:

High volume processHigh volume process

Process defined, mappedProcess defined, mapped

Goals clearly defined, very specificGoals clearly defined, very specific

Core business functionCore business functionInput from the coalitionInput from the coalition

Many members are AQ permittedMany members are AQ permitted


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Important Factors to DNRImportant Factors to DNR

Improve customer serviceImprove customer service withoutwithout

sacrificing environmentalsacrificing environmentalprotectionprotection

Improve efficiencyImprove efficiency

Better customer serviceBetter customer service

Immediate change in processImmediate change in process

Measurable decrease in time/stepsMeasurable decrease in time/steps


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Kaizen Focuses On...Kaizen Focuses On...

Eliminating nonEliminating non--value addingvalue adding

time and stepstime and stepsBreaking barriersBreaking barriers

Eliminating roadblocksEliminating roadblocks

Eliminating variabilityEliminating variability

Typically yields a 20Typically yields a 20--50%50%improvementimprovement


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Does Not...Does Not...

Affect regulatory stringencyAffect regulatory stringency

Force hasty, inadequate permitForce hasty, inadequate permitreviewreview

Cut cornersCut cornersWork against our agencyWork against our agency

missionmissionSeek to fault staffSeek to fault staff


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Kaizen ObjectivesKaizen ObjectivesRemoving unnecessary stepsRemoving unnecessary steps

Eliminating a backlog of 600 permitsEliminating a backlog of 600 permits

Reducing the need to obtain additionalReducing the need to obtain additional

information from applicantsinformation from applicants

Streamlining the permit applicationStreamlining the permit application

Reducing time for application processingReducing time for application processing

and permit issuanceand permit issuance


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Week of June 23Week of June 23--27, 200327, 200320 Participants include20 Participants include

DNR staff and customersDNR staff and customers

Consultant was Stephen Smith of NorthConsultant was Stephen Smith of NorthCarolinaCarolina--based TBM Consulting Groupbased TBM Consulting Group


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Know ThyselfKnow Thyself

DevelopedDeveloped

processprocessflow mapsflow maps

TeamTeamanalyzedanalyzed

flowflowthroughthrough

every stepevery step


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mail processingmail processing permit routingpermit routing

completenesscompletenessreviewsreviews

senior engineersenior engineer

reviewsreviews

discussions withdiscussions with

clientsclients final approvalsfinal approvals

and outgoingand outgoing

mailmail

Clocking All The StepsClocking All The Steps


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Eureka MomentsEureka Moments

About one day ofAbout one day of

actual workactual workcontent needed tocontent needed to

issue a typicalissue a typicalpermitpermit

Yet, turnaroundYet, turnaround

time was 45time was 45--8080daysdays


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Identifying CulpritsIdentifying CulpritsDelays due to:Delays due to:

permit backlogpermit backlog

idle timeidle time

waiting for infowaiting for infofrom clientsfrom clients

internalinternalroutingrouting


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The MissionThe Mission

Push thePush the

turnaroundturnaround

time closer totime closer to

actual workactual worktimetime

EliminateEliminateunproductive,unproductive,

idle timeidle time


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By WeekBy Weeks Ends EndImplemented newImplemented new

permitting processpermitting process simplifiedsimplified

workflowworkflow eliminated noneliminated non--

value stepsvalue steps reduced permitreduced permit

issuance timeissuance time

Process TestingProcess Testing


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ResultsResults

Pre-event Goal

(prior toevent)

Planned Outcome

(because of event)

Project Lead Time 62 days 45 days (25%)

11 days (75%)

Permit Output per da 8 10 (25%) 10 (25%)

Information Requestsper permit

1.06 0.53 (50%) 0.27 (75%)


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Ideas To Move the WorkIdeas To Move the Work

SWAT TeamSWAT Team

Special team created to focusSpecial team created to focussolely on backlogged permitssolely on backlogged permits

Welcome CallWelcome CallExpedite information requests,Expedite information requests,

gives certainty on issuance datesgives certainty on issuance dates

Facility on notice that applicationFacility on notice that applicationunder review and is a priorityunder review and is a priority


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New ProcessNew ProcessPermitting time decreased 81%Permitting time decreased 81%

62 days to 11 days62 days to 11 days

Now atNow at 6 days6 days

Cut steps by 70%Cut steps by 70%

Cut handoffs (permit moving fromCut handoffs (permit moving fromperson to person) from 18 to 4person to person) from 18 to 4

70% issued within 2 weeks70% issued within 2 weeks


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Worth RememberingWorth Remembering

The time engineers actively spendThe time engineers actively spend

reviewing permit isreviewing permit is unchangedunchanged

All permits receive same scrutiny andAll permits receive same scrutiny and

attention as they did prior to the eventattention as they did prior to the eventFocus was eliminating unproductiveFocus was eliminating unproductive

and idle timeand idle timeChanging expectations for staff andChanging expectations for staff and

clientsclients


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Success Breeds SuccessSuccess Breeds SuccessKaizen expands throughout DNRKaizen expands throughout DNR

Wastewater SRFWastewater SRFLandfill PermittingLandfill Permitting

SHPO Review (DCA)SHPO Review (DCA)

Underground Storage TanksUnderground Storage Tanks

NPDESNPDES

Complex Air Construction PermittingComplex Air Construction PermittingSoverei n Lands PermitsSoverei n Lands Permits

S d E


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Second EventSecond Event

Wastewater SRFWastewater SRFFocus on wastewater permittingFocus on wastewater permitting

Clean Water State Revolving FundClean Water State Revolving Fund

(SRF)(SRF)

Maintained by DNR and Iowa FinanceMaintained by DNR and Iowa Finance

Authority to provide low interest loansAuthority to provide low interest loans

to cities for wastewater treatmentto cities for wastewater treatment

Funding for event from the PublicFunding for event from the Public

Strategies GroupStrategies Group


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SRF Kaizen ResultsSRF Kaizen Results

Reduced approval time fromReduced approval time from 28 months28 months

to 4.5 monthsto 4.5 months

Issue construction permits within 30Issue construction permits within 30

days after receiving final plansdays after receiving final plans

Cut handoffs from 43 to 19Cut handoffs from 43 to 19

Reduced the review steps by nearly 50%Reduced the review steps by nearly 50%Planned one year to eliminate backlog,Planned one year to eliminate backlog,

ahead of scheduleahead of schedule

Thi d EThi d E t


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Third EventThird Event

Landfill PermittingLandfill Permitting

Reduced process steps from 52 toReduced process steps from 52 to

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Reduced handoffs from 19 to 4Reduced handoffs from 19 to 4

Reduced permitting time fromReduced permitting time from 187187days to 30 daysdays to 30 days


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Fourth EventFourth EventState HistoricState Historic

Preservation Office ReviewPreservation Office Review

Section 106 requires agencies to takeSection 106 requires agencies to takeinto account the effect of their actionsinto account the effect of their actions

on historic propertieson historic propertiesReduced total steps by 48%Reduced total steps by 48%

Reduced number of delays by 78%Reduced number of delays by 78%Reduced handoffs by 62%Reduced handoffs by 62%

Improved database tracking,Improved database tracking,develo ed new ro ram manualdeveloped new program manual


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Fifth EventFifth EventLeakingLeaking

Underground Storage TanksUnderground Storage TanksCan take a decade to initiate cleanCan take a decade to initiate clean--upup

Reducing decision on correctiveReducing decision on correctiveaction to 90 daysaction to 90 days

Working on 90% firstWorking on 90% first--timetimeacceptance of corrective action designacceptance of corrective action design

reportsreportsMoving 100 high risk sites into cleanMoving 100 high risk sites into clean--

up within one yearup within one year


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UST Kaizen ResultsUST Kaizen ResultsTotal steps reduced 72%Total steps reduced 72%

Completely eliminated loops,Completely eliminated loops,

delays, and black holesdelays, and black holesReduced decisions points byReduced decisions points by

80%80%

Reduced handoffs by 80%Reduced handoffs by 80%


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Sixth EventSixth EventNPDES PermitsNPDES PermitsReduced permitting time fromReduced permitting time from 425425

days to 15 daysdays to 15 days

Steps and handSteps and hand--offs: 61% and 43%offs: 61% and 43%

improvementimprovement

Backlog elimination: projected at 8Backlog elimination: projected at 8monthsmonths

S


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Seventh EventSeventh Event

AQ Complex PermitsAQ Complex Permits

Reduced permitting time from anReduced permitting time from an

average ofaverage of210 days to no more than210 days to no more than

180 days180 days


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Eighth EventEighth Event

Sovereign Lands PermitsSovereign Lands Permits

Reduced permitting time from as high

as 163 days to as low as 7163 days to as low as 7daysdays

Steps and hand-offs: 61% and 56%improvement

G Effi i


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Government EfficiencyGovernment Efficiency

and Economic Growthand Economic GrowthExpressed in business termsExpressed in business terms

Savings, or cost avoidanceSavings, or cost avoidance

It would have taken one and 1/2It would have taken one and 1/2additional engineers to process theadditional engineers to process the

equivalent number of landfillequivalent number of landfill

permits, for a cost avoidance ofpermits, for a cost avoidance of

$150,000.$150,000.

G ffi iG Effi i


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and Economic Growthand Economic Growth

Growth, or revenueGrowth, or revenue--toto--economyeconomy An additional $98 million dollars inAn additional $98 million dollars in

clean water SRF projects are beingclean water SRF projects are beingmoved into the Iowa economy over amoved into the Iowa economy over a

twelve month period.twelve month period.

G Effi iG t Effi i


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and Economic Growthand Economic Growth

ProductivityProductivity

Air Quality engineering staffAir Quality engineering staff

have increased productivity onhave increased productivity on

standard permits by 85%.standard permits by 85%.


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Future PlansFuture Plans

DNR committed to continuousDNR committed to continuous

improvementimprovementHired internal kaizen coordinatorHired internal kaizen coordinator

ReRe--assigned another staff personassigned another staff person

to be continuous improvementto be continuous improvementmanagermanager

Focusing on mission critical workFocusing on mission critical work

F Pl


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Future PlansFuture Plans DNR taking the lead to bring processimprovement to other executive branch

agencies Providing team leaders and planning

assistance Three agencies holding events in FY

05: Veterans Home, Corrections,Human Services FY 06 budget offer for 12 events inDNR and 15 in other agencies


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Thank YouThank You

www.iowadnr.comwww.iowadnr.com

12 08 04kaizen presentation

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