los angeles dgs 16 presentation - what would macgyver do - brian elms
TRANSCRIPT
![Page 1: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/1.jpg)
Peak Academy
@DenPeakAcademy
720-913-1645
www.denvergov.org/peakacademy
![Page 2: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/2.jpg)
HELLO, I’M BRIAN, I’M FROM DENVER
2
![Page 3: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/3.jpg)
WWMD
3
![Page 4: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/4.jpg)
LET’S DISCUSS A VERY SIMPLE PROCESS IN DENVER
4
![Page 5: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/5.jpg)
WHAT DOES IT TAKE TO GET A BUSINESS LICENSE?
5
![Page 6: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/6.jpg)
YOU CALL 311– LIKE 14,000 OTHERS
6
![Page 7: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/7.jpg)
YOU GO TO THE WEBSITE?
7
![Page 8: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/8.jpg)
THEN, YOU COME IN TO ASK A QUESTION.
8
![Page 9: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/9.jpg)
WHEN YOU DON’T ANSWER THE PHONE 14,000 PEOPLE SIT
IN YOUR LOBBY
9
![Page 10: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/10.jpg)
SO, YOU INNOVATE!!!
10
![Page 11: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/11.jpg)
YOU GIVE THEM FREE ICE CREAM
11
![Page 12: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/12.jpg)
WWMD
12
![Page 13: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/13.jpg)
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.
![Page 14: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/14.jpg)
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 ☺ ☺ ;) !!!!!!
14
![Page 15: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/15.jpg)
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
15
![Page 16: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/16.jpg)
ADMIT OUR WRONGS
• It’s OK to ADMIT YOU HAVE A PROBLEM
• ASK FOR HELP
16
![Page 17: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/17.jpg)
LOOK FOR DATA ANYWHERE
![Page 18: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/18.jpg)
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
![Page 19: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/19.jpg)
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.
19
![Page 20: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/20.jpg)
INNOVATION IS POSSIBLE WITH WHAT YOU HAVE!!!
20
![Page 21: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/21.jpg)
21
![Page 22: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/22.jpg)
EXCISE AND LICENSE WAIT TIMES
22
![Page 23: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/23.jpg)
VIDEO PROOF!!!
23
https://www.youtube.com/watch?v=StmgPAmVXcw&feature=youtu.be
![Page 24: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/24.jpg)
WHEN YOU’RE STUCK…THINK WWMD
24
![Page 25: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/25.jpg)
PEAK BOOK
25
![Page 26: Los Angeles DGS 16 presentation - What Would MacGyver Do - Brian Elms](https://reader031.vdocument.in/reader031/viewer/2022021917/589d17af1a28ab61128b5c27/html5/thumbnails/26.jpg)
Learn more about Peak Academy in…
WRAP UP
• Questions? • Contact Information
p. 720.913.1645
@denvpeakacademy