Matrix Consulting Group 5/4/2018

Qualifications Overview to Conduct a Public Works Assessment EVERETT, WASHINGTON the system for responding to and tracking customer service calls and requests and evaluate the use of technology to facilitate customer service. During this task, we will also evaluate the response times to service calls, and the backlog of work and complaints. We will assess the communication between DPW functional staff, as well as the means and effectiveness of communications with residents and with other departmental staff of the City. • Evaluate performance management methods in the Department. The project team will assess the degree to which performance in the Department are managed and reported. For street maintenance, this may include the capture and reporting of such metrics as response times to reports of pavement failures, network inspected for trip hazards, etc. • Evaluate the allocation of duties to administrative staff. The administrative staff is critical in providing support to managers and field crews, as well as in serving as the principal "faces" of the organization to the public. • Assess the succession plan of the Department. The project team will assess the degree to which the Department is adequately planning for succession in the managerial and supervisory ranks of the organization. Too often, organizations identify successor employees only to continue to fill the roles and responsibilities of their predecessors without regard to the changing environment and the individual capabilities and talents of the new managers. We will recommend ways to enhance effective on-going management of operations and appropriate training or succession planning elements that should be implemented. At the conclusion of this task, we will have evaluated Public Works in the areas of work and operational practices, service levels, technology implementation, work flows and work activities to identify improvement opportunities. In conjunction with interviews, data collection and the diagnostic assessment described in previous tasks, the project team will, at this juncture, be able to evaluate the efficiency of performance of current tasks and determine which of these should continue to be performed by internal staff, and those that should either be outsourced or discontinued. TASK RESULT The deliverable of this task would be improvement opportunities and proposed adjustments in staffing, work practices, service levels, outsourcing/insourcing services, customer service, and operations of the Department. Evaluate How the Department Is Organized. In this task, the project team will evaluate the plan of organization for the Public Works Department by using a number of principles in the evaluation of organizational structure, Matrix Consulting Group Page 22