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Beginning in January 2024, the Department will begin implementation of the Sustainable Strategic Plan by emphasizing a specific topic for each of the next four years. In many cases, work on a specific topic will continue beyond the focus year. We believe there is value to focusing our energy on a specific topic for a set amount of time. Once these projects have some momentum, it will be easier to sustain success perpetually.
In January 2027, we will begin another series of outreach efforts on the Sustainable Strategic Plan. These efforts will coincide with the focus topic for that year, and by Fall of 2027, we will have another phase of the plan ready to implement.
Foundational Strategies
Following the departmental strategy sessions, ES employees suggested more than 350 individual strategies to reach the six departmental Goals. Many of these strategies impacted multiple goals and several were reliant on other recommended strategies. Every strategy was scored, ranked, and grouped based on employee input. The result was the following
38 Foundational Strategies which represent a summarized look at all the input received.
Employee-Focused Strategies:
- 360-Degree Annual Employee Evaluations
- Supervisor Training Program
- Departmental CAmP Program
- ES Employee Wellness Committee
- Career Development Program
- Flexible Work Policies
- Review Employee Benefits
- Dedicated HR Support
- Annual Employee Survey
- New Employee On-Boarding
- Employee Professional Participation
- Workspace Etiquette Guidelines
- Employee Focused Facility Design
- Employee Listening Sessions
- Employee Celebration and Recognition
- Safety Committee
- World Class Safety Program
Customer-Focused Strategies:
- Internal Communication Policy
- External Communication Strategy (Events)
- Environmental Protection Workgroup
- Customer Service Training
- Customer Feedback Survey
- Environmental Priorities
- List of Key Points of Contact
- External Communication Strategy (Media)
Business-Focused Strategies:
- Engage in Environmental Regulations
- Logo and Branding Guidelines
- Improved Website Experience
- Standard Operating Procedures
- New Idea Incubator
- Key Performance Indicators
- Lean Six Sigma Workgroup
- Sustainable Procurement Policy
- Equipment Life Cycle Analysis
- Recruitment and Retention Workgroup
- Improved Financial Tools
- ES Environmental Impact Report
- Efficient Data Collection
The Year of the...
Beginning in October 2023, Environmental Services will begin implementation of the Sustainable Strategic Plan by emphasizing a specific topic for each of the next four years. In many cases, work on a specific topic will continue beyond the focus year. We believe there is value to focusing our energy on a specific topic for a set amount of time. Once these projects have some momentum, it will be easier to sustain success perpetually.
In 2027, we will begin another series of outreach efforts on the Sustainable Strategic Plan. These efforts will coincide with the focus topic for that year, and by January 2028, we will have another phase of the plan ready to implement.
Beginning Janurary 2024, the Department will go “back to the basics” and focus on the fundamental topics that are an essential part of any good and healthy organization. During this year, we will make a committed effort to building a strong foundation of leaders necessary to carry out the Sustainable Strategic Plan and we will emphasize vital concepts like new employee recruitment and employee safety. In addition, we will work to implement several of the “shovel ready” strategies recommended by employees.
360-Degree Annual Employee Evaluations
Establish an "Employee Evaluation Committee" to create a new annual evaluation system for the department that includes 360-degree feedback for employees and their supervisors. Make sure the system is set up so it facilitates constructive feedback, improves communication and maximizes career development. This committee should work closely with HR to identify industry best practices and ensure synchronization with existing policies and programs.
Leadership Development Program
Establish a "Leadership Development Committee" to develop and implement a comprehensive supervisor training and leadership development program. This program will include (at a minimum) a supervisor handbook with much of the technical information a supervisor needs to be effective; an organized resource of documents and policies for reference; leadership development opportunities; ride-alongs and other opportunities for employees to interact with their peers; incentives for supervisors to get out of the office and be more involved in the work of their employees; and annual training conducted through the Learning Management System (LMS) to keep foundational concepts fresh. The program will equip employees to maximize their career goals while ensuring that all supervisors in the organization are also skilled leaders. This program will also leverage the skills of supervisors to work with their staff on individualized career development plans that include both short and long-term milestones to further the employee's professional development. These plans will likely target specific training and education opportunities and may include classes, equipment training, conferences, or interview assistance. This program should also include a mentorship/job shadow program focused on growing and multiplying leaders within our organization and on building meaningful personal relationships within the department.
Recruitment Workgroup
Establish a "Recruitment Workgroup" that would lead an ongoing effort to optimize our recruitment efforts. This group will work closely with HR to identify opportunities to improve the quality, depth and diversity of our candidate pools when hiring. This group will create and maintain a dashboard of recruitment and retention metrics which will inform discussion and guide decisions in this area.
World Class Safety Program
Take the necessary steps to develop a comprehensive safety program for all of ES. This program should include (at minimum) risk assessments of all divisions and a detailed strategy to prioritize, mitigate and train on the most relevant hazards while developing any policies identified in the risk assessment. The overall goal of this program is to ensure a vigorous culture of safety within the department that is supported by the appropriate structure and resources.
For Immediate Implementation:
- Be very intentional about getting employee input on the new ES campus.
- Maintain dedicated HR support to conduct job studies, develop career ladders, and assist supervisors with employee relations.
- Continue to engage in environmental regulations and manage our regulatory risk.
- Incorporate employees into more field trip/field day activities.
- Be more conscious about utensils, plates, and food waste, especially when we host departmental events. (For example: find alternatives to water bottles, recycle like we mean it, and preference foodservice vendors who limit excess packaging.)
- Support the departmental Safety Committee.
One of the central topics mentioned during our planning sessions was the importance of communication. This issue has a major impact on every single departmental goal. As a result, beginning January 2025, we will make communication a priority. We will focus on developing policies and best-practices for internal communication and we will ensure that new employees are set up to maximize their success in the organization.
Strategies may include items such as:
Internal Communication Policy
Form a task force, comprised of a representative cross section of ES employees, to develop a plan to intentionally communicate relevant issues to all members of the ES team. This plan might include town hall meetings or group communication, as well as written correspondence such as emails and newsletters. There should be a policy to solicit feedback from employees on important topics. The goal is to improve information sharing across the department and within the greater City organization. This group should also look at how our meetings and departmental communication is structured, identify holes in communication, and propose solutions.
Annual Employee Survey
Conduct an annual employee survey to gather feedback, identify issues, and monitor success. The survey should help measure progress on the Sustainable Strategic Plan and should also provide some measure of overall organizational health. Department will set up an anonymous tool to collect input from employees. Requested input could range from comments and criticisms to reports of unethical behavior. Department would be obligated to respond and/or react to each submission. One option could be to implement an Organizational Health Survey.
New Employee On-Boarding
Work with HR or a professional consultant to develop a thorough, but streamlined, on-boarding program for every workgroup in ES. Create accountability mechanisms to ensure that supervisors follow through on the onboarding process and create opportunities for employee input and creating an inclusive environment. Work in cooperation with HR and ES supervisors on any recommendation.
Standard Operating Procedures
Hire an outside consultant to work with staff to develop a prioritized list of Standard Operating Procedures throughout the department. Establish a standing committee who with work with the consultant to systematically write SOPs for adoption and reprioritize the list. All procedures should be communicated through SharePoint or other means to ensure every employee is aware of relevant policies and where to find them.
For Immediate Implementation:
- Each workgroup within ES will develop a brief 3-5 year vision and purpose statement for their work area (template will be provided). This is intended to help focus our mission and inform decisions.
- Develop a robust social media campaign around ES employees and the important things they do every day.
- Support the Happiness Committee in hosting an annual Department-wide celebration that will include formal recognition of employees and projects as well as a look forward at upcoming opportunities, including the Sustainable Strategic Plan.
- Continue to implement improved financial tools to improve financial literacy among employees and citizens.
“Customer” is a broad term and can include the businesses and households who utilize our services, visitors to our community, or those who utilize the natural resources we strive to protect. Regardless of the customer, our central mission points us to the reality that “our customers are the reason we are here”. To this end, we will devote an entire year to listening to our customers, improving our customer service, and fostering a better relationship with the community we serve.
Strategies may include items such as:
Customer Service Training
Form an ongoing Customer Service workgroup made up of ES employees tasked with creating a best-in-class customer service experience. This group will have resources, such as professional consultants, to build a comprehensive Customer Service program for the department. This program will include Customer Service standards as well as periodic training on those standards. KPIs will be developed and tracked to measure the success of the program. The program could include a ticket support system for inquiries, better communication through our website and other points of contact, conflict resolution training for employees, citizen feedback surveys, and regular employee training and resources.
Customer Feedback Survey
In cooperation with PIO, ES leadership should develop a comprehensive process to obtain feedback from our various customers, elected officials, and partners. This process should also include continuous improvement strategies based on this feedback. This process should engage our customers on issues like operating hours, services offered, complaint resolution, and the helpfulness of our staff.
External Communication Strategy (Media & Events)
Institute a workgroup that meets periodically to discuss new methods of interacting with the community through media and events. This group should review national best practices and share information to ensure that Springfield remains an innovator when it comes to community involvement and education. Ideas about individual programs should be vetted and proposed to the department. This group should also create a strategy to intentionally communicate departmental initiatives and successes with City Council, City Leadership Team, and other local stakeholders. This strategy should highlight ES staff and the important work they do. This effort will include an annual report for the Department.
Logo and Branding Guidelines
ES leadership will develop a policy standard for how ES is viewed by the public. This policy will cover dress code, vehicle branding, key messaging, and other outward-facing elements of the department.
For Immediate Implementation:
- Continue to work with PIO to improve the Department’s website user experience.
- Develop a policy/program to provide recognition and an incentive for employees to serve on boards, become involved in professional associations, and present at conferences.
Beginning in 2027, the Department will emphasize the continuous improvement of the programs and processes that we use every day. To achieve this, we will apply a data-driven focus on Lean Six Sigma concepts that eliminate “waste” and we will gain a greater understanding of the life cycle costs of our investments. We will also ensure that we are collecting the right data, as efficiently as possible.
Strategies may include items such as:
Lean Six Sigma Workgroup
Create a Lean Six Sigma workgroup to systematically Value Stream Map workflows across the department to look for and implement efficiencies. For example: which paper processes could be made electronic? Each division should make a list of workflows specific to their area. This list should be prioritized, and workflows systematically evaluated to improve efficiency. Each workflow should undergo a Value Stream Mapping-type evaluation to look for efficiencies and results should be documented in a Standard Operating Procedure.
Key Performance Indicators
ES leadership will develop a series of Key Performance Indicators and Benchmarks around each of our service lines to track costs and efficiency. Respond to these metrics so that we are constantly optimizing our programs. KPI dashboards should be developed for every level (public, departmental, divisional) and should include procedures to keep them updated and relevant. Communicate the results to our customers and community. Find ways to incentivize progress using the KPI dashboards.
Efficient Data Collection
Each division should list all their data collection activities and systematically review each data source to ensure that data is being collected accurately for its intended purpose and the effort is warranted. For each data collection effort, we should ask (at a minimum): 1) is this information still needed? 2) is this information accurate? 3) is the information worth the time we invest collecting it? 4) is there are more efficient way to achieve a similar result?
Equipment Life Cycle Analysis
Create a Life Cycle Analysis workgroup who will educate themselves on the basic principles of life cycle maintenance and systematically work with every group in the department to identify opportunities, propose solutions, and report back to the department. This will also include inventory management to improve resiliency.
For Immediate Implementation:
- Propose additions or changes to our procurement policies that will improve sustainable practices.