Collaboration Leads to Transformation and Positive Results in Grand Rapids, Mich.

The City of Grand Rapids Water System and Environmental Services Departments (the Departments) faced chal­lenging economic conditions in 2000s while customers' needs for service remained constant. In November 2009, City Manager Greg Sundstrom crafted a memo to the mayor and city commissioners to announce the city’s approach to resolving the situation. It was a major effort based on a new, outcome-driven model. The Departments would become leaner and more efficient by reorganizing and reducing the workforce, con­solidating departments, and reengineering processes to meet their goals of reducing operating costs and becoming more competitive while maintaining service levels. The Departments undertook a competitive assessment with EMA Inc. to improve business processes and efficiencies. As part of the assessment initia­tive, the Departments identified policies and procedures that needed to be created or revised to support more efficient and effective cus­tomer service operations. The Departments reviewed each policy and procedure to ensure they were clear and consistent so that customers received high-quality service. As part of the assessment initia­tive, the Departments identified policies and procedures that needed to be created or revised to support more efficient and effective cus­tomer service operations. The Departments reviewed each policy and procedure to ensure they were clear and consistent so that customers received high-quality service Departments’ calls, walk-ins, e-mails, and mobile submissions using tech­nology to dispatch work to field staff in multiple departments.