Continuous Improvement Program

About the Program

Category: County Administration and Management (Best in Category)

Year: 2023

The Maricopa County Adult Probation Department’s (MCAPD) more than 1,200 dedicated employees serve the fourth largest trial court in the country by writing presentence reports for the court and by overseeing individuals on pretrial and probation supervision. MCAPD employees provided survey feedback that offered recommendations for improvement and suggested the Department can improve in the areas of innovation, influence, and transparency of changes occurring within the agency. In December 2020, MCAPD leadership authorized the creation of the Continuous Improvement (CI) Program. The CI team who led the program and trained in CI best practices developed a formal mechanism for staff to submit ideas for process improvement within the Department. The program also established time standards, assignments, and standard procedures for investigating, exploring, and implementing improvements. The CI team, in cooperation with the staff who submit the ideas, map out current processes, identify areas of waste or redundancy, and develop and implement solutions. The CI Program has successfully resulted in cost savings, increased efficiencies, and has fostered a culture that encourages feedback and recognizes the value of staff in leading the organization in becoming more adaptive, collaborative, and innovative in its service.