This week’s Pathway to Stabilization Tip is: learn from others. Learning from others is one of the best ways to tackle something new or something that feels daunting. It’s also a great way to get new ideas when you’re pressed for time. We have good news: your colleagues have created solid current service levels that are clearly supported by their metrics.
We picked these service level statements because:
they are clear and concise.
they explain the specific commitment the program is making to its customers.
they allow for adjustments to be made over time if situations change.
they give us clues about the resources required to deliver on this commitment.
they are not staffing levels (note: service levels and staffing levels are not the same thing; staffing levels are what you need to deliver on your service level commitment).
Use these examples as a starting point. Make them your own. Find ways to make them even better.
Current service level statements that tell a story with underlying metrics include:
Building and Development: We will review and set up trade permits within 5 working days of receipt, 90% of the time.
Community Corrections: 80% of domestic violence offenders will successfully complete probation.
DFS Adult and Aging Services: We will complete 100% of investigations for valid Adult Protective Services complaints/reports within 45 days.
Finance and Budget: We will achieve a 10% variance or less between actual and projected revenues and expenditures (General Fund).
Fire and Rescue: We will have a Safety Officer on the scene of all incidents with significant hazards within 10 minutes, 80% of the time.
PCRS: We will procure goods and services by completing purchase order approvals within three (3) business days.
Zoning Enforcement: We will conduct initial inspections within 48 business hours of receipt.
A note about Recommended Service Levels
“Recommended service levels are the desired service level we would like to provide the community that is responsible and sustainable.”
Loudoun County is thinking a lot about its long-term planning and how the community might change over the next 15-20 years. It’s a great time to think about how your service levels might change too.
Let’s think—for example—about what might happen with Building and Development trade permits. Ask yourself: If the number of trade permits declines by some percentage, would we be able to process all of them (not just 90%) within 5 working days? Or would we be able to review and set them up more quickly, like in 2 working days? Alternatively, what are some options if the number of trade permits continues to increase year-over-year over time? What is the customer impact of a Recommended Service Level of processing permits within 6 working days rather than 5?
Want to think more about service levels? Remember: The Pathway to Stabilization Intranet pages contain all prior Tips in one place, and Tip 2 is also about service levels with more thinking prompts for you and your teams to consider.
