Our department supports three pillars of Organizational Performance: Performance Management, Process Improvement, and Data Governance and Analytics.  Our focus is on helping departments create, maintain, and utilize their strategic plans, improve the methods and processes they use to serve our residents, and utilize data to make informed operational decisions.

Performance Management

Performance Management helps organizations evaluate their performance and make changes to achieve their goals. It helps an organization increase productivity, improve process efficiency, increase customer satisfaction, and improve resource use. It can be applied to individuals, teams, programs, processes, and the organization as a whole and ensures employee contributions align with strategic goals. It involves a series of activities, including but not limited to: 

• Strategic planning: Identifying the organization's purpose, vision, and goals

  • Facilitate incorporation of the Balanced Scorecard strategic planning methodology

• Appraisal: Monitoring progress and evaluating results

  • Assess performance via data collection and Key Performance Indicators (KPIs)

• Analysis: Identifying gaps in performance and selecting improvements

  • Utilize data analysis, program inventory, program evaluation and process improvement methodologies to support improvement initiatives

Process Improvement

Process improvement is a strategy for making systematic changes to existing processes to increase efficiency, productivity, and quality. Process improvement involves: 

• Monitoring and adjusting: Continuously monitoring and adjusting processes to eliminate bottlenecks and inefficiencies 
• Evaluating workflows: Regularly evaluating workflows to identify areas for improvement 
• Setting objectives: Setting clear objectives, such as reducing waste, improving service quality, or improving process design to account for behavioral influences 
• Making changes: Making and testing changes to achieve goals 

Our department staff provides administrative oversight of the Glendale Lean Academy, which provides Lean Six Sigma training and certification for city employees, and serve as liaisons to support project managers while improvement projects are in execution. We utilize several scientifically proven management methodologies, such as Lean Six Sigma and the Behavior Insights Approach, to help facilitate process improvement throughout the city.

Data Governance and Analytics

Data Governance

Data Governance is the policies and procedures for managing data and information as vital city assets. It ensures those assets are managed for business value and used to promote transparency, accountability, data proficiency, and data-informed decision-making. 

Data Analytics

Data Analytics is the process of analyzing data to identify patterns, trends, and insights that can help organizations make data-driven decisions. Data analysis can help organizations improve operational efficiency, customer experiences, and gain a competitive edge.