Information Services Directions at PennDOT

1. Information Services Directions at PennDOT Richard H. Harris, Jr.. Director Center for Performance Excellence (717) 783-1068 • Pennsylvania Department of Transportation

2. Baldrige at PennDOT CUSTOMER AND MARKET FOCUSED STRATEGY AND ACTION PLANS 2 Strategic Planning 5 Human Resource Focus 1 Leadership 7 Business Results 3 Customer & Market Focus 6 Process Management 4 Information and Analysis PennDOT 2

3. Baldrige at PennDOT • Customized to National Criteria • 150 Examiners • Trained 1000 Supervisors, 700 Middle Managers • Distributed 12,000 + personal guides • Assessments of Districts/Bureaus 2 yr.. Cycle • Assessing 67 counties using workshop techniques • Current Focus - Gap Closure PennDOT 3

4. Center for Performance Excellence PennDOT 4

5. Performance Improvement & Metrics Division • Quality tools training development • Survey instrument development, scanning and analysis • Department performance measures development and publication • External Audit Coordination PennDOT 5

6. Process Consulting Services Division • Business Process Reengineering • Benchmarking • Continuous Process Improvement Tools • Best Practices Survey • Process Mapping & Analysis PennDOT 6

7. Learning, Knowledge & Assessment Division • Career development systems • Competency analysis and training needs • Curriculum development • Knowledge Management Systems • Baldrige Assessments • Knowledge Center PennDOT 7

8. CPE Client Relationships Districts Relationship CPE Managers Bureaus PennDOT 8

9. CPE Teams Client Need Client Project RAC Customized Project Team Relationship Manager PennDOT 9

10. Transportation University College Structure PennDOT 10

11. College Dean Responsibilities • Identify Core skills and behaviors for each constituent group • Develop curriculum • Determine training delivery vehicles • Put evaluation processes in place • Budget • Manage out-service-training • Develop and manage certification process • Workforce Development • Develop alliances PennDOT 11

12. Knowledge Management The conscious strategy of putting both tacit and explicit knowledge into action by creating context, infrastructure, and learning cycles that enable people to find and use the collective knowledge of the enterprise. APQC PennDOT 12

13. Why? • Service Customers Better • Anticipating New Requirements • Improving Operations PennDOT 13

14. As an Organization Do We? • Know what we know? • Know what we need to know and how to access it? • Make knowledge available at the right place and time? PennDOT 14

15. Kinds of Knowledge • Best Practices • Directories of Experts • Customer Information • Explicit Knowledge • Work of Project Teams • Innovations • Support and Mentor Network PennDOT 15

16. Communities of Practice Knowledge Broker PennDOT 16

17. Increased innovation 38% Business growth 75% Practice and process improvement 88% Increased customer satisfaction 63% Enhanced employee capability/ organization learning 63% 0 20 40 60 80 100 Outcomes Realized as a Result of Knowledge Management Practice PennDOT 17