Building a Standard Operating Procedure in Belleair, FL

Written by CivicPlus

It’s a reality. Resident requests come in every which way. Local government is complicated.

How can local government make sure nothing falls through the cracks? Software is one part of the solution. Having a SOP (standard operating procedure) is the other.

DRAFTING A SOP THAT WORKS

In 2015, Belleair, Florida’s town manager met SeeClickFix at a conference and thought that the 311 workflow solution could benefit the town of 4,000. With ~50 full-time and ~30 part-time employees, town staff were wearing many different hats. Voicemail was the main way requests were managed. It was hard for residents and staff to get public service requests to the right people.

After some initial successes, Belleair decided to standardize the town’s approach to SeeClickFix in a SOP. The results were remarkable.

Belleair_Stats

INVOLVE STAFF IN SOP DESIGN

In reality, Belleair staff was performing far better than their SeeClickFix stats let on. The problem was that staff weren’t using the tool consistently.

Cathy DeKarz, Management Analyst for Belleair, got staff in a room to hammer out their SeeClickFix SOP. They started by asking a coworker, who lived in town, how long she expected (as a resident) for it to take a request to be acknowledged. She answered one day. That became the goal.

By involving staff in goal setting, Cathy enrolled them in the process. After the SOP was ratified everyone signed the document as a symbol of their commitment to the job ahead. Now, every new Belleair employee reviews the SeeClickFix SOP as part of their on-boarding. Long live the SOP.

DOWNLOAD BELLEAIR’S SEECLICKFIX SOP

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