Operations

The GOED Operations team oversees finance, compliance, policy, contract management, human resources, technology services and overall facility management.

The team is delivery-focused, ensuring organizational success through efficiency measures and careful consideration of all resources. Recognizing its stewardship of GOED’s finances, work environment and human resources, the team strives to deliver innovative and thoughtful service through continuous quality improvement. The Operations team values collaborative communication and effective business controls and procedures.

Achievements

Over the past year, GOED has worked to improve contract processing by creating stronger efficiencies. The Operations team targeted bottlenecks and pain points, then worked from there to improve process flow. With our Salesforce implementation, we moved from a paper process to a completely paperless system. The digital process has allowed us to incorporate a complete lifecycle management process that reduces risks and allows for a higher level of transparency within the organization, as well as with businesses and the public with whom we work.

We also implemented an electronic signature program that improved our contract completion time from an average of 13 days to four days for a 69% decrease in time to project delivery.

We plan to incorporate a full-kit customer success framework as we continue to build on the efficiencies of our updated digital contracting process.

The compliance team developed and validated a set of SUCCESS metrics to assist in managing the growth of post-performance assessments for incentive programs.

Metrics include:

— The number of assessments

— Timeliness

— External/Internal accuracy, and — Associated costs to complete an evaluation.

For timeliness, the team tracks how long it takes from submission to final approval of an incentive; the standard is 90 days for a completed EDTIF request and 30 days for most other programs. Tracking quality and timeliness helps the team determine how to allocate resources and provides insights for improvement when the team isn’t able to meet a predetermined expectation.

One of the insights gained from tracking timeliness led to the second quality metric, external/internal accuracy. The team tracks accuracy and reviews key questions required by the assessment. This year, we found that companies are contacted multiple times for information required to complete contractual compliance assessments, which often results in inefficiencies and rework. Based on the data collected, we identified ways to clarify instructions and provide training on documentation required in the assessment process. Internally, we review for misalignment, establish or update standards and train as a team when necessary.

Teams

Contact

Jill Flygare | Managing Director 801-538-8623 | jflygare@utah.gov