los angeles dgs 16 presentation - what would macgyver do - brian elms

Peak Academy

@DenPeakAcademy

Brian.Elms@denvergov.org

720-913-1645

www.denvergov.org/peakacademy

HELLO, I’M BRIAN, I’M FROM DENVER

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WWMD

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LET’S DISCUSS A VERY SIMPLE PROCESS IN DENVER

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WHAT DOES IT TAKE TO GET A BUSINESS LICENSE?

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YOU CALL 311– LIKE 14,000 OTHERS

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YOU GO TO THE WEBSITE?

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THEN, YOU COME IN TO ASK A QUESTION.

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WHEN YOU DON’T ANSWER THE PHONE 14,000 PEOPLE SIT

IN YOUR LOBBY

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SO, YOU INNOVATE!!!

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YOU GIVE THEM FREE ICE CREAM

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WWMD

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SAFE + FUN = INNOVATION

1st Try

Failure

2nd Try

Almost Succeed

3rd Try

Success!

Denver Mayor Michael Hancock and Tanya Davis in Black Belt Cohort 10.

THE PEAK DIFFERENCE

1. Use all the techniques you can to help things

change.

2. Innovate with only what you have. (no new

technology or people)

3. Innovate within your control or influence.

4. Make things fun ☺ ☺ ;) !!!!!!

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WHAT IS OUR CURRENT STATE?

•83 Licenses per day Unknown lobby visits without licenses, estimated at 40%

•According to data, average wait time of 35 minutes;Daily peaks of 3 hours

•Voice mailbox was full; > month of vm unchecked

•14,000 open cases in CRM

•Unknown amount of licenses issued annually, MJ alone added 800

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ADMIT OUR WRONGS

• It’s OK to ADMIT YOU HAVE A PROBLEM

• ASK FOR HELP

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LOOK FOR DATA ANYWHERE

SHRINK THE CHANGE

Innovation Impossible with 200 license types.

• BUT: 5 licenses make up 50% of volume. oMerchant Guards - 24%

oTaxi Driver License - 14%

oRetail Food Establishment - 8%

oLiquor Renewal - 5%

oRestaurant Temp - 5%

From the book Switch

INNOVATION BY THE INNOVATORS

• Everyone Participated- Here’s what we found:

• Total savings from A3s innovations: $84,099.80

• With marijuana it equaled $187,240

• 311 quick codes and create some standard work based on FAQs. Our goal is to

make sure the website matches 311, which also matches what we say in person

and on the phone in EXL. In the first month after we worked with 3-1-1 on just

Merchant Guard quick codes, we saw a 6% decrease in calls referred to our

department

• In 2014, 311 transferred 40 marijuana-related calls per week. After quick codes

workshop we now average 2 per week.

• Lobby time Cost to Customer in 2014 was $294,042. 2015 on track to be

$204,554.

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INNOVATION IS POSSIBLE WITH WHAT YOU HAVE!!!

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EXCISE AND LICENSE WAIT TIMES

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VIDEO PROOF!!!

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https://www.youtube.com/watch?v=StmgPAmVXcw&feature=youtu.be

WHEN YOU’RE STUCK…THINK WWMD

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PEAK BOOK

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Learn more about Peak Academy in…

WRAP UP

• Questions? • Contact Information

Brian.elms@denvergov.org

p. 720.913.1645

@denvpeakacademy