Strategy Refresh Organization Buyin Shari Metcalfe Performance Manager

Strategy Refresh & Organization Buy-in Shari Metcalfe Performance Manager City of Durham, NC

Agenda • Durham History Lesson • Case Study • Strategy Refresh • Pursuing Organizational Buy-in • Examples • Questions

Durham History Lesson 2008 New City Manager 2011 First Strategic Plan 2011 Contract with Clear. Point 2012 Departments boycott Clear. Point 2015 Begin RFP for new system 2016 Clear. Point Selected (again)

Case Study: How to Destroy Staff Moral through Technology Implementation 1. 2. 3. 4. 5. 6. Include very few people in the decision process Select a system administrator housed in the basement in the IT Department that has never even seen a Strategic Plan Inadequately fund new system to limit users to the smallest number possible Create a complex Excel spreadsheet with hundreds of links that is updated by dozens of people sporadically throughout the year Provide training…once Lock all departments into a single format with zero opportunity to break out of the box

Strategy Refresh Started at the Top • Honest conversation with the City Manager Went after funding • Funding = Executive Team Buy-In Created a cross sectional team • Included past critics

Strategy Refresh Created the Office of Performance and Innovation which serves as internal consultants, helping City departments accomplish Durham’s One Vision and Five Goals through: Advancing the City’s strategic plan Increasing data-driven decisions Fostering a culture of innovation Leading process improvements

Strategy Refresh Implemented Clear. Point which included re-branding as Data. Hub On-going Training Flexible formats Users in each Dept Administrator in OPI Eliminate Duplication of data entry One-on-one Implementation Strategy

Executive Support Staffing Structure Technology But…how do we get people to care? How do we get Organizational Buy-in?

Organizational Buy-in Developed a structure that: • Made it easier • Held staff accountable • Integrated data into everything • Ensured data was being used • Led to focused communication