• improve service to clients
• improve workload throughout

The Nan McKay & Associates team analyzed the organizational structure creating a matrix showing the mapping of the workload of the organization. This discovery process was conducted through a series of work sessions. These sessions included all staff in OHA and the sessions were conducted in both large and small groups to encourage open discussion of the issues and opportunities.

NMA identified and described the basic functions of each position on the chart. Working collaboratively with staff, NMA created streamlined workflow processes and a corresponding revised organizational chart. Simulations of the effectiveness of the proposed organization were then conducted based on the number of transactions (e.g., reexaminations, inspections) to be done with the best, most likely, and the worst times projected by Oakland operational staff. The number of positions on the organizational chart was then adjusted based on these simulations.

Result: The major deliverable was a document that summarized the major findings, including:

1. a new organization chart supported by the results from the simulations
2. definitions of new job roles supported by the underlying rationale
3. a summary of staff concerns about existing and future working practices identifying the core management and personnel issues that needed to be addressed
4. analysis of the customer satisfaction situation and explanations on how the proposed new organization and supporting processes would improve client satisfaction

The recommendations were presented to the Human Resources function because of the significance to OHA of their union regulations.