Fort Wayne City Utilities eliminated the need to fill a vacant position by using Lean tools to process work orders more efficiently.
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PROBLEM
Data control receives and processes approximately 22,500 IS/TO “Read Only” work orders each year. Each work order
requires information to be entered manually into the computer by staff. There are 3 clerks that process a total average of
90 work orders per day, which takes 14.4 hours a week to complete.
SOLUTION
Eliminate non-value added activities by automating the IS (Initiate Service) process for read-only orders, thus eliminating the
need for manual re-entry of various information into the billing system and utilize the Work Order Desk Clerk to expedite the hand-off of orders to Data Control for processing (utilizing online Excel log for reference). This will reduceman-hours and cycle time per week.
Factoid
The primary Lean tools used in this project were Value added/ Non-Value added analysis and TAKT Time Calculation.
SAVINGS/ BENEFITS
Reduced man-hours per week from 14.4 to 6, including reducing the overall process steps from 31 to 17. The projects demonstrated that existing staff of 3 can perform the duties thereby no demand for a fourth position (a savings of $34,000/yr
including fringe benefits), an annual savings of 374 applied man-hours for IS/TO Read Only process, 26 man-hours for New Sets process, supplies, and more available time for staff to conduct other job related duties.
Savings
400 man-hours per year
$3,010 annual supply savings
$7,556 annual applied labor savings
$34,996 annual salary savings*
*includes fringe benefits
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Several key staff members at the City of Ft. Wayne worked on this project and formed the The High Performance Government Network. It is a member driven not-for-profit corporation that is dedicated to designing, developing, and deploying high performance accountable public services. For more information on how they can assist your city or municipality, contact them.
Empowered Municipality has partnered with the HPG Network and will be following this project as one of its Featured Case Studies, along with many others. We will be inviting experts from many disciplines to contribute to the overall case study. These kinds of studies will form a unique public asset from which other municipalities can learn from.
