In today’s rapidly evolving municipal landscape, efficiency and streamlined processes
are essential for ensuring that city operations run smoothly and effectively. We recently
concluded a significant project aimed at improving the Boards & Commissions
application, selection, and onboarding processes for a mid-size North Texas city. The
results have been transformative, and we believe that other cities can benefit from the
insights gained through this initiative.
Dramatic Efficiency Gains
One of the most remarkable outcomes of this project has been the substantial reduction
in processing time—from an average of 7.3 days to just 1.3 days. This 80% efficiency
improvement was achieved through a series of targeted enhancements across different
phases of the project, which have not only streamlined operations but also improved the
overall experience for applicants and city staff alike.
Phase 1: Application and Selection Enhancements
The first phase focused on revamping the Application and Selection processes.
Recognizing the need to modernize and simplify, we transitioned to an online intake
form using Smartsheet. This change alone eliminated manual efforts and saved
approximately two hours per application. Additionally, automated emails and
notifications were introduced to replace manual outreach, freeing up time for more
critical tasks.
A centralized application database was established in Smartsheet, complete with
automated redactions to expedite the review process. As a result, processing time was
reduced by an entire day. We also introduced a new dashboard that provides city
officials with real-time insights into the number of applications per district, the
percentage of appointments made, and the availability of board seats. For the
Appointee Selection process, the implementation of automated procedures reduced
task time from two days to just one hour, allowing for faster and more efficient decision-
making.
Phase 2: Onboarding Improvements
The second phase focused on enhancing the Appointee Onboarding experience. By
implementing auto-generated Mayor Welcome Letters and links to training modules, we
reduced preparation time from one day to just one hour. Furthermore, we created a 15-
minute onboarding training video featuring the Mayor, City Secretary, and City Manager.
This video not only expresses gratitude but also clearly sets expectations and explains
the roles and responsibilities of the boards and all involved members.
To further assist appointees, board liaisons, and recording secretaries, we developed
role-specific road maps that guide them through the onboarding process, clearly
communicating expectations for the first 30 days. Standardized procedures were
introduced to ensure a consistent onboarding experience across all boards. Each new
appointee now receives a standardized binder containing essential documents such as
bylaws, ordinance resolutions, previous meeting minutes, staff directories, agendas,
and schedules. Additionally, a new attendance tracking process was introduced,
reducing the time spent on attendance management by half.
Impact and Acknowledgment
These enhancements have not only streamlined workflows and improved
communication but also significantly boosted the overall efficiency of our Boards &
Commissions operations. The support and commitment of the City Secretary’s Office
were crucial in making these improvements a reality. Their hard work and dedication,
combined with the support of city leadership, have led to these impressive results.
Looking Ahead
The lessons learned from this project offer valuable insights into how your own Boards
& Commissions processes can be improved. By embracing modern tools and
methodologies, cities can achieve similar efficiency gains, resulting in more effective
governance and a better experience for all involved.
We invite you to learn more about how these strategies can be tailored to your city’s
unique needs. Join us for an upcoming webinar or schedule an introductory consultation
to explore how we can help you streamline your operations and enhance civic
engagement in your community.
Contact us today to take the next step in optimizing your city’s processes.
