Texas Departmentof Health

The Survey of Organizational Excellence:

The Making and Marketing of Agency Improvements

2002-2003

Wanda Thompson, Ph.D., Associate Commissioner for Operational Support

Robin L. ScottOrganizational Development Specialist

A Review of 2002 – Where Were We?

The TDH mission: To The TDH mission: To partner with the people and communities of Texas to protect, promote and improve health.

Over 150 programs and organizational units, Over 150 programs and organizational units, $1.5 billion in annual expenditures; under the $1.5 billion in annual expenditures; under the Texas Health & Human Services CommissionTexas Health & Human Services Commission

5200 employees: TDH Austin, 8 regional5200 employees: TDH Austin, 8 regional offices, 2offices, 2 healthcare facilitieshealthcare facilities

Agency Priorities Remain the Same in 2003

Improve Immunization Rates

Promote Health & Fitness

Enhance Public Health Preparedness

Eliminate Health Disparities

Improve Business Efficiencies/Practices

Our Challenge in 2001: Low Staff Morale

Reorganizations, Consolidations & Shifts of:Programs & ServicesResourcesAgency Priorities & Planning Strategies

Other Stressors for TDH Staff:Security IssuesMedia AttentionJob Security

We Needed Ways To:

reach a diverse staff of 5,000 statewide;

introduce our new Commissioner to staff;

introduce TDH and its issues to the Commissioner;

tell staff their opinions mattered; and

communicate positive changes from the SOE.

2001 Pre-Survey Marketing: 4 Strategies

Marketing Strategy 1: Print Letters, newsletter articles, posters

Marketing Strategy 2: Electronic Employee Intranet, emails from Dr. Sanchez, E-Broadcast

announcements

Marketing Strategy 3: Voice & Image Dr. Sanchez video message on SOE Web site, employee video

testimonials, video PowerPoints in lobby; custom logo

Marketing Strategy4: Personal & Interactive Dr. Sanchez’ Town Hall meetings – statewide interactive

broadcasts, heightened involvement of employee organizations

2001 Post-Survey Strategies

Staff Focus Groups

Steering Team

Agency-wide focus areas

Participation Rewards

SOE Web home/email address

Project identification and updates

Results!

A response rate of 58% (a 71% increase over 2000 survey)

A record for the agency!

Recognition by UT Forum on Excellence

SOE Participation Percent - Current

0

10

20

30

40

50

60

70

1994 -33%

1996 -40%

1998 -35%

2000 -34%

2002 -58%

What Worked?

Ongoing, multimedia marketing

Personal messages

Focus groups & involvement of employees

Dr. Sanchez Speaks to Staff: Dr. Sanchez Speaks to Staff: Town Hall - November 2002Town Hall - November 2002

That’s where we were That’s where we were

one year ago. one year ago.

And now, And now,

the rest of the story.the rest of the story.

1. We focused on what our 1. We focused on what our staff said was important.staff said was important.

We identified 6 focus areas for actionWe identified 6 focus areas for action

Compared SOE and 26 focus groups statewideCompared SOE and 26 focus groups statewide

Found related SOE questions Found related SOE questions

Included detailed suggestions and concerns from Included detailed suggestions and concerns from the focus groupsthe focus groups

The 6 Focus Areas:The 6 Focus Areas:

Burdensome Policies & ProceduresBurdensome Policies & Procedures

Inadequate ResourcesInadequate Resources

Supervisory/Managerial CompetenciesSupervisory/Managerial Competencies

Internal CommunicationsInternal Communications

LeadershipLeadership

Performance Evaluation MethodsPerformance Evaluation Methods

2. We announced the focus 2. We announced the focus areas & our intent to areas & our intent to act.act.

Clarified definition and scope of each areaClarified definition and scope of each area

Invited ongoing employee suggestions for Invited ongoing employee suggestions for interventionintervention

Publicized in various formatsPublicized in various formats

3. We identified current & 3. We identified current & recent efforts in each area.recent efforts in each area.

Reviewed, revived, and/or reformed Reviewed, revived, and/or reformed workgroupsworkgroups

Expanded workgroup charges and Expanded workgroup charges and memberships where necessarymemberships where necessary

Gathered documentation; required updates; Gathered documentation; required updates; established timelinesestablished timelines

4. We added projects and 4. We added projects and interventions.interventions.

Some in organizational/functional areasSome in organizational/functional areas

Steering Team oversight and/or liaisonSteering Team oversight and/or liaison

Involvement of Employee Advisory CouncilInvolvement of Employee Advisory Council

Short term = achievable in a yearShort term = achievable in a year

Quick wins first; meaningful impacts secondQuick wins first; meaningful impacts second

5. We continue marketing 5. We continue marketing updates on each focus area.updates on each focus area.

Print – Newsletters Print – Newsletters

Commissioner Emails to all staffCommissioner Emails to all staff

Web site (Intranet and NOW Internet)Web site (Intranet and NOW Internet)

Links to project websites and documentsLinks to project websites and documents

Connecting SOE with each improvement Connecting SOE with each improvement project -- reminder of the sourceproject -- reminder of the source

Collaboration with Communications Division --Collaboration with Communications Division --tagging onto related messagestagging onto related messages

Signature colors, graphics, TDH/SOE logo on Signature colors, graphics, TDH/SOE logo on all updates (as above)all updates (as above)

Results So Far? Good News. Results So Far? Good News. Actually, Actually, AllAll New: New:

Performance Evaluation SystemPerformance Evaluation System

Supervisory/Management Development Supervisory/Management Development ProgramProgram

Internal Communications MethodsInternal Communications Methods

Policy Manual/Policy Development SystemPolicy Manual/Policy Development System

Communications Tracking SystemCommunications Tracking System

NewNew Performance Performance Evaluation System Evaluation System

Specifies job performance measuresSpecifies job performance measures Increases interactive planning and reviews Increases interactive planning and reviews

with supervisorwith supervisor Requires self-assessmentRequires self-assessment Formalizes feedback to supervisorFormalizes feedback to supervisor Rates staff on TDH Universal Rates staff on TDH Universal

ExpectationsExpectations

New New Supervisory/Management Supervisory/Management Development ProgramDevelopment Program

Focuses on development, not just trainingFocuses on development, not just training

Identifies manager competenciesIdentifies manager competencies

Includes core curriculum, support and Includes core curriculum, support and discussion groups, elective modulesdiscussion groups, elective modules

360360° assessments, pre- and post- program° assessments, pre- and post- program

NewNew Policy Manual & Policy Manual & Policy Development SystemPolicy Development System

Clearer organization of TDH policiesClearer organization of TDH policies

Distinguishes policies and Commissioner Distinguishes policies and Commissioner DirectivesDirectives

Allows policy recommendations by staffAllows policy recommendations by staff

Creates efficient review and approval processCreates efficient review and approval process

NewNew Communications Communications Tracking SystemTracking System

Streamlines process for routing external Streamlines process for routing external correspondencecorrespondence

Establishes clear and shorter lines of approvalEstablishes clear and shorter lines of approval

Decreases turnaround timeDecreases turnaround time

Improves customer serviceImproves customer service

NewNew Methods for Methods for Internal CommunicationInternal Communication

Online newsletters Online newsletters

Regular Emails to staff from CommissionerRegular Emails to staff from Commissioner

TDH in TransitionTDH in Transition intranet site; daily Q & A intranet site; daily Q & A

TDH Rumors page; daily Q & ATDH Rumors page; daily Q & A

Commissioner’s home page: activities/speechesCommissioner’s home page: activities/speeches

NewNew Methods for Methods for Internal Communication, continuedInternal Communication, continued

Annual statewide Town Hall Meetings with Annual statewide Town Hall Meetings with CommissionerCommissioner

Video Kiosks – progress on focus areas & Video Kiosks – progress on focus areas & posted online for statewide viewingposted online for statewide viewing

Improved Intranet & added SOE Web siteImproved Intranet & added SOE Web site

Here’s One Way We Here’s One Way We Marketed These Items Marketed These Items

to Staff.to Staff.

Six Focus Areas

• Burdensome Policies and Procedures

• Inadequate Resources

• Supervisory/Management Competencies

• Internal Communications

• Leadership

• Performance Evaluation Methods

• Burdensome Policies and Procedures

• Inadequate Resources

• Supervisory/Management Competencies

• Internal Communications

• Leadership

• Performance Evaluation Methods

• An environment of secrecy and confusion from upper management down

• Need for more allowance for input and more listening by senior management

• Need for better communications across programs

• A need for better communications from TDH Austin to Regions

Your Concerns

Improvements

Transitions

Submit suggestions for improvements on

tdh-online.tdh.state.tx.us/commissioneror

tdhsurvey@tdh.state.tx.us

Other Examples of TDH’s Other Examples of TDH’s Implementation MarketingImplementation Marketing

Post-survey Poster SOE Website Screenshot

Summary - August 2003: Summary - August 2003: Where are we now??Where are we now??

Pleased with success.Pleased with success.

Facing Facing newnew challenges. challenges.

Post-legislative sessionPost-legislative session

Budget cuts; reductions in forceBudget cuts; reductions in force

Consolidation – 14 agencies into 5 over 4 yearsConsolidation – 14 agencies into 5 over 4 years

TDH/HHSC Transition Teams working over next TDH/HHSC Transition Teams working over next four yearsfour years

……and what next for the SOE and what next for the SOE at TDH?at TDH? Cutbacks, layoffs, consolidation – wasted effort?Cutbacks, layoffs, consolidation – wasted effort?

Our results stand; we press on. And, who knows- Our results stand; we press on. And, who knows-

TDH might provide assistance for SOE use at the TDH might provide assistance for SOE use at the new Department of State Health Services and new Department of State Health Services and across the Texas Health and Human Services across the Texas Health and Human Services system.system.

TDH/SOE ContactsTDH/SOE ContactsWanda ThompsonWanda Thompson

Associate Commissioner for Operational SupportAssociate Commissioner for Operational Support512/458-7111512/458-7111

Wanda.thompson@tdh.state.tx.usWanda.thompson@tdh.state.tx.us

Robin L. ScottRobin L. ScottOrganizational Development SpecialistOrganizational Development Specialist

512/458-7111512/458-7111Robin.scott@tdh.state.tx.usRobin.scott@tdh.state.tx.us

www.tdh.state.tx.us/tdhsurveywww.tdh.state.tx.us/tdhsurvey