URSTA 2005 Spring Conference April 21 & 22, 2005

1. URSTA 2005Spring ConferenceApril 21 & 22, 2005 Strategic Planning

2. “Yogi, we’re lost.” “Yeah, but we’re making great time!” --Yogi Berra

3. I skate to where I think the puck will be Wayne Gretzky

5. Strategic planning process Phase I Where are we now? Phase II Phase IV Where do we want to go? Implementing it! Phase III How will we get there?

6. ORGANIZATION-WIDE Strategic DEPARTMENTAL/DIVISION Operational INDIVIDUAL / WORK UNIT Tactical A System of Performance Management

7. Strategic Planning Benefits Barriers

8. 3 Components of Planning • Concepts • Procedures • Tools

9. Strat-e-g-mapping™ Process

10. Phase I – Where are we now? • Three Steps STEP 1 Products and Services STEP 2 Key Customers STEP 3 SWOT

11. Phase 1 – Steps 1&2 STEP 1 Products and Services STEP 2 Key Customers • Products & Services: Deliverables that the customer receives • Customers: Any person, group or • organization receiving your product(s) • and/or service(s)

12. Phase 1 – Steps 1& 2Examples STEP 1 Products and Services STEP 2 Key Customers • Tourists • Commuters • Businesses • Special needs • populations • Highway condition information • Roadway maintenance • Transit service • Transportation services for elderly

13. Products / Services Are key functional areas addressed? Are there P&S you should be providing? Large # of requests for some you don’t provide? Should you provide? Customers Are any key customer groups missing? If “yes” re-evaluate your products and services STEP 1 Products and Services Means for evaluating STEP 2 Key Customers

14. Stakeholder input • Stakeholders: groups or entities affected by your operations or interested in the issues

15. STEP 3 SWOT Phase I – Step 3 SWOT: Develops a clear sense of reality • Strengths: Internal resources or capabilities • Weaknesses: Internal deficiencies in resources or capabilities • Opportunities: External factors or situations that can favorably impact the organization • Threats: External factors or situations that can negatively impact the organization

16. Visionary leadership Great safety record Committed customer base Aging fleet Outdated technology STEP 3 SWOT Phase I – Step 3 Strengths Weaknesses

17. Support for environmental concerns Smart Growth model Decrease in state and federal funding Increasing customer expectations for service Political climate STEP 3 SWOT Phase I – Step 3 Opportunities Threats

18. Organizational data STEP 3 SWOT Stakeholder Meetings Staff Industry Information

19. Phase II– Where do we want to go? • Four Steps STEP 4 Mission STEP 5 Vision STEP 6 Values STEP 7 Goals

20. Phase II – Step 4 STEP 4 Mission • Mission: Statement of purpose; fundamental reason for existence • EXAMPLES: • We put out fires, we save lives, we stay safe

21. "This Institution supports the Constitution of the United States, its Bill of Rights and its method of representative government. Both our social and economic systems are based on private enterprise from which springs initiative and ingenuity.... Ours is a system where the Federal Government should undertake no governmental, social or economic action, except where local government, or the people, cannot undertake it for themselves.... The overall mission of this Institution is, from its records, to recall the voice of experience against the making of war, and by the study of these records and their publication, to recall man's endeavors to make and preserve peace, and to sustain for America the safeguards of the American way of life. This Institution is not, and must not be, a mere library. But with these purposes as its goal, the Institution itself must constantly and dynamically point the road to peace, to personal freedom, and to the safeguards of the American system."

22. Transportation Organization • All of us are committed to transportation services that are safe, dependable, courteous and easy to use

23. STEP 4 Mission Phase II – Step 4 • Means of evaluation • Succinct? • Fundamental reason for existence? • Easy to remember? • Easy to understand by staff, customers and stakeholders

24. Phase II– Step 5 STEP 5 Vision • Vision: A word picture of the future that the organization intends ultimately to become or influence • EXAMPLES: • A global leader for integrated transportation services • To be respected worldwide as a progressive team of professionals dedicated to the advancement of transportation safety

25. STEP 5 Vision Phase II – Step 5 • Means of evaluation • Future focused? • Concise? • Will employees see how jobs relate? • Inspirational & compelling? • Consistent with mission?

26. Phase II– Step 6 STEP 6 Values • Values: Principles that govern our behavior and the way in which we do business EXAMPLES: Customer focused Results driven Respectful of others

27. Values Defined • COMPETENCE: We are a highly skilled and knowledgeable team of professionals that strive for continuous improvement in the delivery of our services • OPENNESS: We accept and share information freely and openly, respecting both our information providers and users to the full extent of the law • RESPECT: We are committed to treating all with consideration and courtesy

28. STEP 6 Values Means of evaluating • Do they convey how you want people to act in your organization when no one is looking? • Will employees understand the meaning? • Are they easy to remember?

29. Phase II– Step 7 STEP 7 Goals • Goals: Broad statements of measurable outcomes to be achieved on behalf of customers • Examples: • Accessible transportation system • World class customer service • Improve safety

30. STEP 7 Goals Phase II – Step 7 • Means of evaluation • Do they fit within the boundaries of your organization’s mission and vision? • Do they describe the outcomes for your customers (versus action you will take) • Will you be able to measure progress?

31. Elevator speech – Putting it all together • _______ provides (products and services) to (customers). We are in business to (mission) and we hope to (vision). Success would be (goals). STEP 1 Products and Services STEP 2 Customers STEP 4 Mission STEP 3 SWOT STEP 5 Vision STEP 6 Values STEP 7 Goals

32. Phase III – How will we get there? • Four Steps STEP 8 Objectives STEP 9 Measures STEP 10 Targets STEP 11 Initiatives

33. Phase III – Step 8 - Comparison STEP 7 Goals STEP 8 Objectives • Goals: Broad statements of measurable outcomes to be achieved on behalf of customers • Objectives: Statements of what you must do well to achieve a specific goal

34. STEP 8 Objectives Phase III-Step 8 Objectives: Statements of what you must do well to achieve the goal

35. STEP 8 Objectives Phase III – Step 8 Goals Objectives

36. STEP 8 Objectives Phase 3 – Step 8 Goals Objectives

37. STEP 9 Performance Measures Phase III – Step 9 Performance Measures: Meaningful indicators that assess progress towards accomplishment of goals and objectives

38. STEP 9 Performance Measures Goals Objectives Measures 1.1.1 EEO Stats 1.1.2 Turnover rate- high performers 1.1.3 % of positive hires Measures: Customer Satisfaction Improved mission critical results 1.2.1 Benefits value 1.2.2 Benchmarked salary study 1.2.3 % of 1st choice acceptance 1.3.1 Training $$ as % of gross salaries 1.3.2 Avg trng hrs/FTE 1.3.3 Level 1-4 evals

39. STEP 11 Initiatives Phase III – Step 11 Initiatives: Specific programs and activities that will help you meet your performance targets • Conduct an assessment of transportation • needs • Partner with non-profits to expand • transportation alternatives • Implement performance based contracting

40. STEP 11 Initiatives Phase III-Step 11 Goals Objectives Initiatives

41. Phase IV – Implementation Implementation: • It won’t happen by accident

42. Implementing ChangeDepartmental Challenge • The “Do We Have To” Syndrome • Create Your Own Vision • Sell Your Vision, Don’t Just Share It • All Leaders Need To Buy-In • Front Line Employees Need To Buy-In • Answer “What’s In it for me?” • Measure Progress • Solicit Frequent Feedback • Keep Change Alive And Stay Focused

43. Plan Owner Stakeholder Representation Monitoring And Tracking Executive Leadership Goal Champion Goal Champion Goal Champion Goal Champion Ad Hoc Ad Hoc Ad Hoc Ad Hoc Ad Hoc Ad Hoc Ad Hoc

44. Thank you! Lou O’Boyle (804)873-3657 Louoboyle@comcast.net