Make reducing friction your mission

Like sandpaper, the frictions we experience daily wear us down. We become immune to them. Small and large, we move around them like water around a stone.

In some ways, friction is helpful. It can slow us down or even prevent movement. Think applying the brakes of your car, the soles of your shoes on a slippery surface or even putting pen to paper.

But what about the friction that slows us down when it comes to our teams, processes and data reporting? When we think about routine activities like filling out our forms, making lists and scheduling meetings, they often become time-consuming and difficult. This is why seeking out ways to remove friction from our lives has become critical.

Take declining enrollment in our schools, for example. What friction in the enrollment process can be removed? Are there steps, forms, procedures or policies that create hesitation or slow or disrupt the experience of a parent enrolling their child? Whether over the phone, in person or online, friction can create stress, frustration and anger in the experience, which affects your district’s “brand.”

Think of the labor shortage we face, and the fact that employees have taken on significant additional responsibilities as we try to fill those open positions. Where is the friction in the hiring and onboarding process? Are there too many people on the interview panel? Do candidates have to submit too much information before they make it to the interview stage? Do you lose good candidates in the time it takes to process? When onboarding, do you use electronic signatures and update records across the enterprise? How do you know if there’s friction in your environment? Ask staff or review your processes and the answer will become clear. These telltale signs are also a clue:

• Employees operating outside of standard operating procedures (SOPs) to get the job done. If you don’t have SOPs, you’re guaranteed to have friction as workarounds will abound!

• Employees not using tools (or the right tools) due to lack of knowledge.

• Online forms or payment processes that have been abandoned.

Points of friction can be the proverbial straw that breaks the camel’s back. Each isn’t a big deal, but combined, they create real problems. Reducing friction unlocks speed and productivity, while increasing customer (parent, student, employee) satisfaction.

A better understanding of the inherent friction in our processes gives us the traction we need to move forward – friction free. z z z

Tatia Davenport CEO

Does your TPA offer their services at no cost

As a Third-Party Administrator (TPA), SchoolsFirst Plan Administration expertly manages the day-to-day responsibilities of California school employee retirement plans.

Districts choose us for:

• Established expertise in administering school employee retirement plans since 1982.

• Extensive knowledge of California school districts.

• Our commitment not to charge district fees.

• Education tools and guidance to help employees with their retirement strategies.

We’re honored districts trust us to operate their plans with the highest level of service and integrity.

We want to help your district too.