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Kittitas County <br />Board of County Commissioners <br />STUDY SESSION STAFF REPORT <br /> <br />Meeting Date: April 25, 2022 <br />Agenda Subject: Lean Kaizen Report <br />Submitted By: Jim Goeben, IT Director <br />Request Type: Value add (process improvement, business opportunity) <br />Recommended Action: Update only <br /> <br />This is an update to the March 28, 2022, IT Study Session. <br /> <br />I sent the following text to the Management Team on April 15th. No questions or concerns were <br />received. <br /> <br />Hello Management Team, <br /> <br />I presented a lean project staff report to the Board of County Commissioners at the March 28 IT Study <br />Session, and to the IT Committee at its April 12 meeting. The report detailed process improvements we <br />are making to requesting service from IT. Below is a summary of the report for your review before I send <br />it to all staff. If you have any questions or concerns about these changes, please let me know and I’ll be <br />happy to talk with you. <br /> <br />- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - <br /> <br />Since last October, IT has been reviewing our service request system to improve how we process your <br />requests. We used your responses to our annual surveys and the value survey we conducted last year as <br />the basis of this work. We selected Lean Methodology as our structured approach for deciding what <br />changes to make with the goal of improving our IT support service to you while simultaneously <br />increasing efficiency within our department. We engaged the free Lean Services provided by the Center <br />for Government Innovation at the Washington State Auditor’s Office and were fortunate to work with <br />the same Lean Specialist who worked with us several times in the past. <br /> <br />Below are some of the improvements we are making. We ask for your support of these changes so that <br />we may provide you better solutions, improved communication, faster responses, and more focused <br />attention. <br /> <br />Service Request Form <br />We are changing the CAMAS service request form to be more user-friendly and less confusing by asking <br />a few simple questions rather than asking you to select an “urgency”. Your answers will communicate <br />the impact of the issue on you and to the county so we can better prioritize your request. <br />