ISO-9001 Quality Management System Department of Street Services September 28, 2012

Briefing Outline Overview of the Department of Street Services ISO 9001 Quality Management System Certification/implementation process Communication and Awareness Return on Investment Challenges

Department Overview $72M budget with 563 employees Organized into four business units: Street Repair Division Asphalt Concrete Service Maintenance Areas (4) Contracts, Finance, and Inspections Transportation Division

Department Overview (cont.) Responsible for: Street maintenance and repair Right-of-way maintenance Traffic control maintenance and engineering Emergency Response

ISO 9001 certification process 2005: University of Texas at Arlington (UTA)-Texas Manufacturing Assistance Center (TMAC) partnered with Department of Street Services to implement ISO 9001 within the Street Repair Division 2006: Council approved multi-year contract with the UTA -TMAC to implement ISO 9001 Quality Management System entire Department of Street Services other City Departments

ISO 9001 certification process (cont.) TMAC in conjunction with Street Services Developed process maps for each service provided by Department Developed work instructions to standardize work processes Established measurable objectives to serve as guiding principles for each business unit

ISO 9001 certification process (cont.) TMAC in conjunction with Street Services Conducted a series of internal audits to identify opportunities for improvement Implemented monthly management reviews to monitor progress foster decision making Developed a quality manual that outlines StreetWorks way of doing business

ISO 9001 certification process (cont.) Pre-Assessment conducted on January, 2007 Final audit completed February-March, 2007 ISO 9001 Certification Awarded March, 2007

ISO 9001 certification process (cont.) Dallas became first major city in the US to achieve ISO 9001 certification for an entire city department Department of Street Services became first major department to implement an Internal Inspection Program to monitor Quality Control.

Return on Investment Initial Return on Investment A documented quality management system Improved internal communication Consistent and repeatable processes Customer feedback showing signs of increased customer satisfaction Corrective and preventative action systems to facilitate continual improvement Employee buy-in through training and involvement

Challenges satisfying ISO-9001 requirements Multiple & non-integrated audits Competency requirements Document control Mapping process Intelex license

Conclusion Questions/Comments

Appendix

Measurable Objectives Developed for each business unit to address: Delivery of service Efficiency Quality Customer feedback

Objectives for Service Maintenance Areas Measurement Source 1. Delivery of Service / Efficiency Respond to 98% of 3-1-1 service requests in accordance with the Service Level Agreement (SLA). The total number of service requests completed compared to the total number received Customer Response Management System / 311 2. Quality Achieve a 90% pass rate for all SMA Quality inspections The number of passed inspections compared to the total number of inspections STS Inspection Program 3. Customer Satisfaction Actively review positive and negative feedback from currently available resources The number of complaints and commendations per quarter Witness Outstanding Work (W.O.W) http://cod/WOW/

Objective 1 for Service Maintenance Areas

Objective 2 for Service Maintenance Areas

Objectives for Street Repair Division (SRD) Measurement Source 1. Delivery of Service / Efficiency To ensure 92% of service requests for major asphalt street repairs and 80% of service requests for major concrete street repairs are completed within the Service Level Agreement (SLA). The number of service requests completed on time compared to the number received Customer Response Management System / 311 2. Delivery of Service / Efficiency Perform maintenance work planned projects in accordance with FY 2011/12 program goals The number of lane miles completed per goal Performancesoft 3. Quality Achieve a 98% pass rate for all Quality inspections The number of passed inspections compared to the total number of inspections STS Inspection Program 4. Customer Satisfaction Actively review positive and negative feedback from currently available resources The number of complaints and commendations per quarter Witness Outstanding Work (W.O.W) http://cod/WOW/ Street Services Customer Service Questionnaire

Objective 3 for Street Repair Division

Objectives for Contracts, Finance, and Inspections Measurement Source 1. Delivery of Service / Efficiency / Quality Process 99% of payments for goods and services within 21 days from the date received The number of payments processed within 21 days divided by the total number of payments processed monthly Accounts Payable Log (sys-copy) 2. Quality Measure the percentage of mowing and sweeping work performed by the contractor that is accepted according to the City’s specifications the first time The number of passed inspections compared to the total number of inspections Performancesoft 3. Customer Satisfaction Actively review positive and negative feedback from currently available resources The number of complaints and commendations per quarter Witness Outstanding Work (W.O.W) http://cod/WOW/ Customer Response Management System / 311

Objective 1 for Contracts Finance & Inspection

Objectives for Transportation Measurement Source 1. Delivery of Service / Efficiency / Quality To ensure 95% of service requests for traffic sign emergencies are completed within the Service Level Agreement. The number of service requests completed on time compared to the number received Customer Response Management System / 311 2. Quality To ensure 80% of streets have acceptable levels of visible striping The number of streets inventoried compared to the total number of streets with less than acceptable levels of visible striping Performancesoft 3. Customer Satisfaction Actively review positive and negative feedback from currently available resources The number of complaints and commendations per quarter Witness Outstanding Work (W.O.W) http://cod/WOW/ Street Services Customer Service Questionnaire

Objective: Respond to Traffic Sign Maintenance - Emergency Calls in accordance with the SLA. 117 108 88 124 88 68 121 108 92 117 152

Example of a work instruction Internal Inspection Program

Communication Door-hangers Project signs

1-Stop Shop for Document Control Quality, Environmental and Occupational Health & Safety Management System http://www.4eval.com/Dallas/STS/Streets.htm