Louisville KY – Business Coach Improves Public Service Performance for City Hall

Local business coach improves City Hall performance

Public offices generally are not known for their efficiency or customer service, but many municipalities strive to provide a better experience for their residents.

This was the case for one of my most recent clients, an entire City Hall which took the initiative to try to improve their operations and perform at a higher level. Local governments are often handcuffed by strict regulations, record keeping requirements and an intense workload, but the same practices put in place for successful businesses can apply to municipalities as well.

By bringing in a business coach and clearly sharing their vision for how they wanted their city to operate, this local government was able to perform at a much higher level.

City Hall Performance Improves

When we started discussing the goals for the city and observing their daily operations, it was clear to see most employees had a disconnect between their individual jobs and how they impacted the operation as a whole. There were also numerous opportunities for operational improvement from a policies and procedures standpoint, and the inefficiencies showed through when there was a rush of citizens in need of assistance because the wait times went up significantly.

Strategy

• We worked with the city’s leadership to clearly define what successful operations looked like, and then worked from there with our strategy.
• The job descriptions were simplified and leaders were trained on how to share the entire vision for the city’s goals with their employees. This way, everyone knew how their individual role impacted the operation as a whole and the overall buy-in increased.
• New policies were put in place to streamline workflows for different departments and simplify the process of collecting, filing and recording all necessary paperwork.

Results

By streamlining many processes and helping employees understand their roles, the city’s operations improved dramatically. Citizens had a more pleasant experience with shorter wait times and the City Hall’s staff experienced greater morale and a willingness to work as a team, because they understood how everyone’s job worked together as part of the entire operation.

Compared to a survey sent to citizens before the coaching began, constituents felt the overall performance of the municipality increased by 36%.

I Can Help Optimize Your Business

• Reach Your Goals: Every part of your business should be run with the goal of reaching your company’s goals. Creating a business plan with your goals in mind is the first step toward reaching them.
• Create Employee Buy-In: When people understand their role and how it impacts others, they are more likely to perform at a high level.
• Streamline Efficiency: Many businesses are held back by overloaded or antiquated ways of performing even the simplest tasks. By simplifying policies and procedures, people are more likely to take them into consideration.

No matter the size of the business or the industry, enlisting the help of a business coach can help you reach your goals. Whether you want to increase productivity like this City Hall, increase revenues or just enjoy running the business again, I can help. Book a consultation today to get started.