Accelerated Decision Making Case Study: City Of Phoenix - ON THE MARK

Human Services Department

Move beyond another meaningless meeting or conference.

The Issue:

The HSD’s strategic direction lacked a shared understanding and commitment to its implementation. Their departments operated in silos with little cross-divisional coordination or communication. The organizational culture needed to embrace a common direction and an effective system for planning and execution. The HSD was facing considerable disconnect from its purpose, with little to no urgency or relevance to working cross-divisionally. Also, their employee survey results showed signs of employee disengagement, dissatisfaction, and disconnect from HSD senior management.

What we did:

The goal was to develop a common strategic direction for the business that captured the hearts and minds of its management and staff. OTM saw the need for a substantive planning session together with extensive pre-work to establish an outside-in view of the business to ensure a successful outcome. OTM designed the project to guarantee ownership for the planning outputs by HSD staff and management as well as install a system of follow-up that would “live and breathe” on its own for many years to come, without further OTM involvement.

The Result:

The planning session produced a clearly defined vision, mission, set of values and corresponding action plans. New opportunities for cross-divisional initiatives were identified that improved client outcomes. Specific strategic initiatives to make a long-term change for enhanced performance and communication were decided. Finally clear and consistent communication strategies to use with the City Manager and other city officials were established.

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Terms: OTM values its customer relationships above all else. We distribute abridged copies of our case studies for academic use and to decision makers investigating how OTM can make an impact in their businesses. By requesting a case study, you agree 1) not to reproduce nor distribute the case study in whole or in part or 2) use the case study in any other manner.

A small investment that will pay dividends for years to come.
Gloria Hurtado, HSD’s Director

Accelerated Problem Solving, Decision Making & Planning

Move beyond another meaningless meeting or conference. Make challenging decisions, solve complex problems and win commitment from stakeholders for successful implementation.

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