Center of Innovation and Excellence Scott Martens Chief

Center of Innovation and Excellence Scott Martens Chief Innovation Officer 612 -596 -7639 / 952 -237 -5121 Scott. martens@hennepin. us

Topics • Hennepin County – At A Glance • Center of Innovation & Excellence (CIE) - Who We Are: Services • Innovation & Improvement • Innovation Model • Action Based Leadership Experience (ABLE) • Lean – Kaizen Results - Examples • Innovation Seed Funding • Civic Engagement – Geo Code Event • Voice of the Customer (VOC) - Recommend Us • Change Management - Change Navigators • Evaluation Policy Research & Analysis (EPRA) – Examples • Communities • Strategy Management Model - Engine, Rudder, Navigation

Hennepin County – At A Glance The name Hennepin The county was named for Father Louis Hennepin, a Belgian priest who visited the county during a missionary journey. • Established in 1852; 611 square miles • Largest Minnesota county by population, budget and estimated market value • 45 cities, one unorganized territory (Ft. Snelling) and the Metropolitan Airport • Minneapolis is the county seat Hennepin population • 1. 2 million residents • 22 percent of Minnesota • Approximately 40 percent of the metro area • Approximately two-thirds of the population is in the suburbs $1. 78 -billion budget • 45 percent goes to fund health and human services • 15 percent goes to fund public safety • Property taxes account for 37 percent of county’s budget Triple-A credit rating • A strong measure of financial and operational stability • Hennepin has maintained this rating—since 1977

Who We Are Innovation and Excellence Areas of focus encompass the full spectrum to drive a culture of innovation and excellence Improvement and Innovation Evaluation, Policy Research and Analysis Strategy Management Change Management County-Wide Communities Finding and sharing best practices and information; making connections and collaborating. Helping leaders achieve goals.

Innovation Model – 4 Levels Innovation and Excellence EXCELLENCE Problem Solver Problem Preventer Level of Innovator Creator of a New Future Continuous Improver INNOVATION Levels of Innovator Source: Larry Myler, contributor to Forbes. com Innovation Is Problem Solving. . . And A Whole Lot More Larry Myler http: //www. forbes. com/sites/larrymyler/2014/06/13/innovation-is-problemsolving-and-a-whole-lot-more/

Innovation and Excellence Focus - Improve and Innovate Action Based Leadership Experience (ABLE) Good leaders are NOT appointed……They are developed through EXPERIENCES. Key Insight from University of MN research on leadership development: Developing leaders happens best in the action-learning environment of process improvement Developing leaders on the process improvement battlefield. Art Hill CARLSON SCHOOL SUPPLY CHAIN & OPERATIONS INSIGHTS; Vol. 25, No. 1 – May 2014 www. carlsonschool. umn. edu/supply-chain-operations

Innovation and Excellence Focus - Improve and Innovate Using lean thinking to drive change

Innovation and Excellence Focus - Improve and Innovate Innovation Funding TITLE PURPOSE STATEMENT DESCRIPTION General Information via Text Messaging Implement a text messaging system, through Gov. Delivery/Site. Core, that notifies residents of such things as tax due dates and road work in the area. Pilots are in place. This will be both an internal and external facing project that will roll out 3 -4 projects. Communication Toolkits Create communication toolkits that contain the necessary materials to help employees interact with residents Toolkits would include hardware (laptop, projector, microphone) as well preloaded videos or presentations that market Hennepin County services, projects and programs. Live Web Chat – Pilot in Resident and Real Estate Services Roll out a live web chat feature within Resident and Real Estate Services to answer questions concerning property taxes and other similar issues (such as delinquent and recorder issues) – similar to library web chat 260 ideas generated from seven listening sessions and on-line suggestions

Innovation and Excellence Focus - Improve and Innovate Innovation Funding TITLE PURPOSE STATEMENT DESCRIPTION Civic Engagement Host two additional civic engagement events in 2015. IT and Center for Innovation and Excellence will partner to develop strategy and host additional events Task Share Volunteer Program Define the current situation around the aging population and work to develop volunteers that are connected to our mission. Answer the following questions – which adults are in our population, what do they need for services, what are we already providing and what can we provide? Broader Needs Assessment Idea came forward at February Geo. Code event. Adapt the current internal broader needs assessment and push this application to the public. A publicly accessible broader needs assessment would empower clients/users to independently obtain help and information about resources and services available. 260 ideas generated from seven listening sessions and on-line suggestions

Innovation and Excellence Focus - Improve and Innovate; Civic Engagement Upcoming events: Kids Code – engaging kids in government and STEM. Crowd-sourcing

Innovation and Excellence Focus – Voice of the Customer Would You Recommend Us? Business Week January 29, 2006 http: //www. businessweek. com/stories/2006 -01 -29/would-you-recommend-us

Innovation and Excellence Focus - Change Management Tapping the power of hidden influencers (Mc. Kinsey Quarterly March 2014) http: //www. mckinsey. com/insights/organization/tapping_the_power_of_hidden_influencers • Problem: Employee resistance - most common reason executives cite for change failure. • Need: Change Navigators. Identify those who can influence and breakdown resistance. • Solution: Snowball sampling - identifies change navigators. Use the change navigator network to address resistance. Change Navigators: Organizational influencers that assist in navigating change successfully.

Innovation and Excellence Focus - Change Management Social Network Analysis (SNA): Mapping and measuring relationships between people, groups, organizations, computers, URLs, and other connections. Providing a visual and a mathematical analysis of relationships (R software).

Innovation and Excellence Focus - Change Management Confirmed: • Network not dependent on organizational structure • Leaders with designated or positional authority are perceived as trusted sources of good information by many staff members • 67% of the individuals named 5 or more times have direct reports Going forward: County wide or Line of Business leaders consider engaging all (or a subset) of change navigators (influencers) in key communications or team membership to support change efforts “Change Navigators” identified to help drive future change

Innovation and Excellence Evaluation, Policy Research and Analysis (EPRA) • Evaluation: Supports evidence-informed programs, practices, and policies using practical, rigorous evaluation methods to provide meaningful and useful information. • Policy Research: Provides decision-makers with constructive, pragmatic, and action-oriented information to inform policy creation. • Analysis: Finds the right data to answer questions, links internal and external data files, uncovers patterns in the data, and then communicates the results for the biggest possible impact. EPRA: Turning a pound of data into an ounce of wisdom. Supporting decision-making EPRA

Innovation and Excellence EPRA - Example Health and Human Services • Better Together Hennepin Aided Funding: EPRA staff wrote a grant to receive $7. 5 million over 5 years in an effort to continue to reduce teen pregnancies • Hennepin Health & HCMC Longitudinal evaluation of health care outcomes for residents newly eligible for Medical Assistance via the Medicaid expansion EPRA Example: Adding value in the Health Line of Business

Innovation and Excellence EPRA - Example A-GRAD Study Final report “A-GRAD Educational Outcomes for County-Involved Youth” in June 2014: – The graduation rate for county-involved youth was 31% compared to 70% of the county-wide graduation rate – County-involved youth were not proficient in basic reading and math skills – 24% were proficient in 10 th grade reading and 6% in 11 th grade math skills Overall graduation rate by area 80% 70% 60% 51% 40% 30% 20% 32% 31% Teen Parents CIY Total 25% 10% 0% Probation Foster Care Hennepin County Total Accelerating Graduation by Reducing Achievement Disparity

Peer Counties: CIE pulled data on 3, 109 counties from the lower-48 states to calculate which counties are most similar to Hennepin County based on a variety of characteristics. Top 5 peer counties by overall similarity, including size and demographics Other sorts / views include: • New Haven County, CT • Climate • Hartford County, CT • Population • Salt Lake County, UT • Housing • Essex County, MA • Many other variables • Wake County, NC 18

Innovation and Excellence Focus - Communities • Strategy Management • Innovation and Excellence • Research and Evaluation • Business Analysis • Project Management • Change Leaders • Customer Service • Facilitators Driving grassroots culture change. Sharing knowledge and building capacity to innovate.

Innovation and Excellence Focus - Strategy Management Similar to successfully piloting a boat on a lake, moving an organization from point A to point B requires 3 KEY ELEMENTS: Engine, Rudder and Navigation. In an organization, we call this process strategy management. Strategy Management: Enabling the discussions to strategically improve and transform the organization.

Innovation and Excellence Focus - Strategy Management Dashboards – 2 Perspectives Operational Metrics Strategic Metrics “Engine” “Rudder” What do we do? Who do we do It for? Where do we want to go? Goals / values How will we get there? Strategies What are their requirements? How do we know if we are meeting their requirements? What actions get us there? Initiatives / work How will we know if we are on course? Progress metrics Engine - How we are doing with what we do? Rudder - How are we doing with where we are going?

Transforming Hennepin County – The System: Engine, Rudder, Navigation: Align to North Star. Drives Accountability. The MOST important piece to the system!

Innovation and Excellence Focus - Strategy Management Example: Key Performance Indicators. . Operational Metrics - “Engine” Example: Key Performance Indicators – “The Engine”

Focus - Strategy Management Example: CIE Strategic Road Map (Goal Tree) - “Rudder” Example: Strategic Roadmap using the goal tree – “The Rudder”

3 Tiered System of Accountability Innovation and Excellence Focus - Strategy Management Reporting, Governance and Leadership Review Focus / Purpose Format and Content External Residents and Agencies • Inform • Hennepin County Annual Report Internal Governance; County Board • Inform and Support planning • Dashboard Internal Management • Action and Accountability • Quarterly Business Reviews • Administrator and ACA’s • ACA and their dept. heads Fact-based, personal impact stories tied to goals and values Operational Metrics Change Portfolio Linking & aligning reporting structures: External, governance and leadership review structures. Driving transparency and accountability with those we serve.

QUESTIONS