Governing for Results 13 - Washington State Digital Archives

Employment Security Department
Keep the Customer Satisfied
The process for vendor payment invoices was a laborious and inefficient system
in the Office of Public Affairs (OPA). It resulted in delays, confusion, lost staff
time, stress, late fees, and communication breakdowns. Using Continunous
Quality Improvement (CQI) tools such as flow charting, brainstorming and
prototype testing, the OPA team initially developed and tested a solution using a
cover sheet. However, the team found that process, while an improvement, was
inadequate. So again using teaming skills, they developed a two-fold solution.
The team designed and purchased customized rubber stamps that tie invoices to
cost centers. They also streamlined detail by using customized folders to batch
and track invoices. The average processing time for invoices dropped from 19 to
6.9 working days. Clarity replaced confusion, vendors were paid in a more timely
manner, and late fees were trimmed. Bookkeeping is concise, staff stress is
reduced, and chasing invoice paperwork is virtually eliminated.
Results
★ Reduced processing time invoices from 19 days to 6.9 days.
★ Saved $240 annually by eliminating an average of $20 per month in late fees.
★ Saved 257 FTE hours annually by eliminating unnessary processes.
★ Improved and strengthened internal and external customer relationships.
★ Reduced staff stress by eliminating unnecessary work.
Team Name: OPA Staff
Team Members: Kay Jarvela, Mali Gunn, Rosalund Jenkins
CONTACT: Kay Jarvela, (360) 902-9310
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